Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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

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

According to this post ( 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.


5 answers

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.

Hi thanks for the quick reply,

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

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.

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.

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

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

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


Like Saad likes this

It worked, thanks!

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

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

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

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

@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?

image.pngimage.pngThe 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?

@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.

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

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

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


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

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.

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

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

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

<style type="text/css"> {
display: none;


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 )

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

209 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you