Problem Description

Customers using Customer Service Management (CSM) cannot share a request with another customer outside the requester’s Organization, even when customer access is configured to be open.

Suggested Resolution

Enable CSM request sharing parity with JSM behavior by allowing a customer to share a request with another user by email subject to admin-configurable access controls

Why This Is Important

• Customer collaboration: Many real-world requests involve multiple parties across different companies.

• Scalability: Forcing collaboration via Organizations would require creating and maintaining multiple orgs.

• Customer experience: Users expect “share request” to behave consistently; current behavior appears broken due to the generic error message.

• Adoption blocker: This limitation makes the sharing feature effectively unusable for B2B/multi-party support scenarios in CSM.

Workaround (if any)

• An agent may be able to add participants from the agent/Jira issue view