How to remove "Share with Customer" button from a service desk issue?

[Nick Poulis]

I've been searching a way to remove Share with customer button in service desk issues.

According to this post (https://jira.atlassian.com/browse/JSDSERVER-4591) there should be a module in Service Desk add-on named "cr-share-request module" which I can't find.

I won't be able to deploy the service desk add-on with that button enabled because it may cause internal comments to be shared with customers by mistake.

[Martin Boehme]

Here’s how it works:

Open UPM (Manage Add-ons), select “All Add-ons” and search for “JIRA Service Desk” add-on (not "Service Desk Internal Base Plugin" which you've used).

Expand it and click “x of y modules enabled” to show every single module of the add-on. Now, search for the module “cr-share-request” and disable it. If you can't find it, you're searching the wrong add-on.

[Jordan Loverock]

I've done this and it does not remove the button.

[Martin Boehme]

Could you provide a screenshot which button you want to remove?

The described procedure should remove this button and this button only:

[Andrus Voolaine]

It worked, thanks!

[Hielke Rijpstra]

I have found the add-on, however i get "Module cannot be modified". 

So i can not disable the module... Can you help me?

[Andrus Voolaine]

Unfortunately I can not explain why You get "Module cannot be modified". I am quite beginner yet.

In our instance this works so:

As administraator go Admin > Add-on > Manage apps > All apps > JIRA Service Desk > open modules list (for example + 126 of 126 modules enabled) >  find module cr-share-request > Disable

[Hielke Rijpstra]

@Martin Boehme Can there be a reason why I can not disable this module? 

[Martin Boehme]

@Hielke Rijpstra Hard to say. Are you sure, you've picked the right plugin? Could you provide a screenshot?

Is you Service Desk generally alright?

[Hielke Rijpstra]

The JIRA service Desk plugin. See screenshot 1 for "module can not be modified".

The service desk is working fine!

Is there another setting that I did wrong?

[Martin Boehme]

@Hielke Rijpstra Thanks for the details.

Unfortunately, I have no idea why it is not working for you. You should contact Jira support, I think.

[Alessandro Lombardo]

I disabled service-desk-comment-field in the modules of Jira Service Desk app. In this way I can comment on issue only internally ( the view will be like Jira Software) or from the customer portal, but the comment will be shared in the same way

[Mahesh S]

Since the above post didn't worked, lets not take a chance to disable such modules and try. It might lead to other issues.

However, if you are using self hosted JIRA, you can write a javascript to hide it. Find a field in the view screen and write a javascript in the 'Description' of the field in Field Configuration. You can disable or hide the button itself.

[Nick Poulis]

Hi thanks for the quick reply,

I haven't done such advanced customization in Jira before. Can you provide any documentation link on that?

[Mahesh S]

There wont be any KBs on this. Please refer to these scripts.

https://community.atlassian.com/t5/Jira-Core-questions/Limit-announcement-banner-to-specific-sections-in-JIRA/qaq-p/166841#M10785

https://community.atlassian.com/t5/Jira-questions/What-is-the-best-way-to-add-a-hardcoded-read-only-text-message/qaq-p/185021#M77260

https://community.atlassian.com/t5/Jira-questions/Hide-a-field-based-on-a-multiselect-value-from-previous-screen/qaq-p/9370#M3950

Also make sure you provide your Div Class name of View/Edit Screen and other IF conditions if needed, so that it wont run all time or affect other issue screens.

[Nick Poulis]

The latest was my biggest concern. It seems the comment button is basic for all parts of jira core. Thanks for the info I will look into it.

[Alessandro Lombardo]

To hide "share with customer" button you can add this following script to the announcement banner:

<style type="text/css">
button.aui-button.aui-button-primary.sd-external-submit {
display: none;

</style>

It will hide the button on the view screen. But you will continue to see "Respond to customer" tab in the edit screen and transitions screens.

This is for Jira Server ( I didn't test for Cloud )

[Michael Lu]

This problem is driving us crazy as well. So I created a Chrome extension to hide the buttons. 

Cheers, 

[Jordan Loverock]

I've tried your extension, and it has no effect.  Suggestions?

[Jordan Loverock]

I think I see the issue in your source code, it's intended for Service Desk Cloud.  We are hosted, so the URL checks won't match.

[Michael Lu]

Yes the public version is intended to only work on JIRA cloud as I didn't enable it to ask for permission to access "all" website data for security purposes.

If you are on hosted, you can clone the Repo, change the manifest and load it in chrome unpacked

[Jordan Loverock]

That's exactly what I did, works great, thanks!

[Henri Virtanen!]

We also need to either disable the "share with customers"-button, or change that the internal comment button is the default button. If someone has a way to do this (like a ready script code), please share it with us. I was able to change the order for the comment tabs with https://community.atlassian.com/t5/Jira-Service-Desk-questions/Default-Service-Desk-Comments-to-Internal/qaq-p/268822.