No share button for Service Desk Agent when raising a request

[Stefan Bärthlein]

Hi there,

I have a problem in one service desk project when I create a new issue as agent in the backend (raise a request): after the issue has been created there is no share-button nor the resolve this issue-button is shown.

I'm working on Jira v7.10.2 and Desk version 3.13.2 and configured everything proposed in the community postings and official documentation. The funny thing is, in an other project (in the same service desk) the share-button is shown - for sure I've compared the two configurations (customers, group & roles, projects, permissions, issue security levels, request type screens) but the button does not show up.

Any hints?

Regards, S.

[Mihai Schwarz · Accepted solution]

Hi @Stefan Bärthlein remove any post functions in your workflow related to the share permissions and check the Customer Permissions from Project Settings and select the most suitable case for you.

Also to "share" a request with others as an agent you need to edit Request Participants field.

[Stefan Bärthlein]

Hi @Mihai Schwarz 

thanks for your suggestions - seems that I've already found the feature/bug: in the workflows first state "NEW" there is a propertie configured in order to disable the "edit" button as we supply our own user guided "edit" experience (due to requirements). So if this propertie is set to:

jira.issue.editable = true

the share-button is shown. If it is set to:

jira.issue.editable = false

the share-button is not shown. This is NOT very intuitive as I think - dark feature or bug?!

Recently I find many issues using this properties seems rather buggy - I think I'll write some Javascript in order to hide the button, for now it seems lees error prone...

Regards,

Stefan.

[Mihai Schwarz]

Hi @Stefan Bärthlein 

Why do you restrict editing from the workflow and not doing it from project permissions? I am asking just out of curiosity...

[Stefan Bärthlein]

Due to some special requirements it's more a GUI thing than a project-permission - so the privilege to edit an issue is more state / transition - related than depending on group/user roles - felt somehow more intuitiv to think this way...

[Stefan Bärthlein]

Seems it's related to the workflow - when I assign another workflow to a particular request type which I raise an request for the share button shows up...

Debugging this way up is somehow painfull!

[Mihai Schwarz]

We feel you!