What does the "Share with" drop down function do when my customers are creating service desk tickets

Kyle Rapson June 11, 2020

Share with.jpg

2 answers

1 vote
John Funk
Community Leader
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June 12, 2020

Hi Kyle - Welcome to the Atlassian Community!

You could create a message type field and place it above the dropdown. 

Kyle Rapson June 12, 2020

Hi John....sorry but not sure what you mean here? 

John Funk
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 12, 2020

Create a custom field with the type of Message Custom Field (for edit). You might have to click on the Advanced option on the left when creating the field. 

Give the field a name and then Next. 

Add the field to the screen you want it to appear on.

Then go back into the Configure field for the new field and set the Default value with the message you want to appear on the screen. 

Then just maneuver the new field to the order you want it to appear on the screen in conjunction with the other fields.  

0 votes
Victor Mutambuki
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June 11, 2020

Kyle,

The drop down provides the ability for users to share tickets with other users depending on the 3 options (see attached) depending on which one was selected by the service desk owner.

Could be they want to add another user as a participant on the ticket, for example their manager.

Victor

Screen Shot 2020-06-11 at 12.24.46 PM.png

Kyle Rapson June 11, 2020

Thanks Victor. I understand that is the process after the ticket has been created. But at the point where the ticket is actually being created they only have the two options:

  • All of the organization
  • No one

I am trying to explain to them what these two options mean at this point.

Susana Domínguez March 12, 2024

Exactly! I have the same question.

I think that this causes that the request will be visible to the whole organization. This is a big problem for us!

 

susana

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