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

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Participant Share link missing on new ticket


the Participant Share link is missing on newly created tickets for our customers. It is visible after the ticket status is changed to something other than the "new" status.
Where can I adjust this setting? I want to give customers the permission to share a ticket at every state...


3 answers

1 vote
Dave Mathijs Community Leader Dec 29, 2022

Hi @IT-ZI 

Customers in an organization can share requests when they raise them. If a customer belongs to only one organization, the request is shared with it by default unless you have changed the default settings to keep all new requests private. If the customer is in more than one organization, the request is private by default.

If no organizations are configured, then the request can only be shared after its creation.

0 votes

@IT-ZI -

I agreed with @Dave Mathijs suggestion.  NOTE -  Please also take a look at your configurations -


This setup will automatically setup issue sharing with users within the same org.  In your case where customers are in multiple orgs, then he/she will need to select which org to share his/her issues with upon issue submission.

Also at each project level, you should also look at Project settings >> Customer permissions to control how customers can share his/her issues with -


Here are a few reference links relates to issue sharing in JSM:

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hello @Dave Mathijs 

thanks for answering my question. But:

Does this mean I can't change the behaviour? For me it makes no sense to stop the sharing for requests which are in status new. But allow it if the status is changed. A customer should have the option to add participants directly after he raised a new request.

In our case the customers are in two organisations/groups. So this is now impossible to change?

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events