Share with option in Service Desk works for some user and does not work for others

[Elif Alverson]

Hello, 

Share with option in Service Desk works for some user and does not work for others. Could you please help me to understand why? I need all the users to use the " share with " option. How can I enable it for every user? Is it a permissions issue or licence?

Thank you.

[Alex Koxaras _Relational_]

Hi @Elif Alverson 

To "Share" a request with someone, a user must be part of an service desk organization. Either create new organization, or place your existing users/customers to new ones.

https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/ 

[Elif Alverson]

So, the users suppose to have Jira Service Management licenses to use share with feature? Because, we are all in the same organization. 

[Alex Koxaras _Relational_]

No, you just have to add them as customers.

[Alex Koxaras _Relational_]

Elif a user (in jira) usually is some who holds a paid license.

On the other hand, a customer can be a person who has no paid license, but it can also be a jira user.

[Elif Alverson]

Thank you for your help. So share with button will appear for the users if they are added as customers?

[Alex Koxaras _Relational_]

@Elif Alverson I'm going to ask for more context.

• Are they sharing the ticket from the portal?
• Are they typing the name of the 4th person and it doesn't appear?
• Can you share a screenshot of the four people?
  • Go to your project
  • Click customers
  • Make a screenshot and share it
    • If you have created an organization there, click on it and share a SS 

[Elif Alverson]

Ok, added them as customers. Waiting to hear back from them to see if it fixed the problem. 

[Elif Alverson]

Share with feature pops up, but there is not + button to share with others even though they do have customer service permissions now. 

[Alex Koxaras _Relational_]

There are two things you can do:

• Create an organization and place them all inside
• Enable the choice from customers permissions, so that the customers cab search for any user from any organization by typing their email address