No share button for agents in Jira Service Desk 8.8

[Rob Braun]

Hello. I am fairly new to JSD and I cannot get the share button to show up for Agents unless that are a Jira Administrator. This is obviously not the best course of action, I don't need everyone to have admin access. I have enabled every permission for the Agent group and yet I cannot get the share button to show up on the issue screen and they also cannot @ any other users in the comment section unless they are an admin. I assume the two issues are related and I'm certainly missing a setting somewhere.

Thank you,

Rob

[Kunal Kanojia · Accepted solution]

Hi Rob,

Thanks so much for your question.

I suspect you may have an issue with your global permissions setup. Can you check if your service desk agents have "Browse Users" global permissions? 

You can find more details regarding the problem here https://confluence.atlassian.com/jirakb/unable-to-browse-for-users-and-groups-120521888.html

Thank you,

Kunal

Jira Service Desk

ps. please hit the ‘accept answer’ button if this answer is correct

[Rob Braun]

Awesome Kunal, that fixed the problem! I knew I was just missing something...

[Zoryana Bohutska _SaaSJet_]

Hi @Rob Braun 

There are various roles and user types within Jira Service Desk that you can use for setting different levels of permission https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles

[Rob Braun]

Thank you. I understand the different roles, what I don't understand is how to show the "share" button for the Service Desk group. None of my Agents have the ability to share or the ability to tag another agent in the comment section. They can action issues, assign them, close them, etc. The only group that can see the share button is an Admin. I verified by creating a second account for myself and adding it to the Agent group and I do not have access to that resource.

This is important because we interface customers that may not have immediate access to their external email. The Jira Service Desk Server is using AD for authentication and access.

Rob