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Suggestion
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Resolution: Unresolved
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22
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4
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NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.
Problem Description:
At this moment, the option to allow the sharing of newly created requests with other customers/organization in JSD is available for both Agents and Customers, however, there are some cases where the customer should not be able to select who they can share their requests or see who are able to access it.
Suggested Solution:
Have the option to hide the “Shared with” field from the customer portal, allowing ONLY the agents to see/share which customers can access the request.
Why this is important?
This is applicable for the scenarios where the requests must be automatically shared/not shared, not allowing the customer to change it afterward, as in the example below:
If a customer creates a new issue, they can choose to make the request private. I'd like to disable this. When we manually create an issue and set the reporter to one of our customers, the organization remains unset. We can manually set an organization, but I want to make this process automatic depending on the originator. That is, if I set the originator of the issue to user X, and user X is part of organization Y, I want to add organization Y to the organization field to enable everyone that belongs to Y to view the issue.
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| Form Name | |||||||||||
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[JSDSERVER-4648] Allow the hiding of the "Share with" option from the customer portal
Here is the workaround or maybe the solution:
- In the portal settings of the project, under customer permissions, when "Sharing requests with other customers" select the option "Customers can search for other customers within their organizations".
- Create at least one organization in the Customers section.
-> Now, for all users who are not in an organization, the "Share" option in the tickets has disappeared.
People have been waiting for this change/ update for 6.5 years. It is strange that Atlassian does not or cannot take this up for 6.5 years especially when there is so much of demand for this feature.
Not being able to either hide or disable the users ability to change the value goes beyond my understanding. Setting it to share with no one doesn't help if people change it to share with org, and I do need the organisation as we have different portals.
As there is already the ability in the config to have one change, how hard can it be to add the option to disable it.
I am still amazed that the amount oof people requesting / urgently needing this yet it has not had a formal response. The management of organisations (who generate the support issues) is a way bigger part of Service Management than Atlassian seem to think. If the core functionality were there I would even overlook the use of Z in organisations 
. Surely someone from Atlassian can suggest a workaround for the cloud product?
Michal, I know, in Cloud version of the app there is no [Project settings -> EXTENSION -> Visibility -> Fields ] (and choice to select "share with".)
May I made a mistake?
Thorsten Trägenap I have no idea, however Cloud version of this app is available. Of course, it is not worth using this application for this one functionality. Corrected name is 'Extension for Jira Service Management'.
Michal Stefanski do you know if this workaround using extension addon is planned for cloud, too?
@7d2246e67385 as a workaround I can recommend Extension for Jira Service Desk app where such functionality has been implemented. [Project settings -> EXTENSION -> Visibility -> Fields -> set a proper field to hide).
We have completely moved away from using org's in our instance because we are not able to hide the sharing field in the portal. I managed to set the default field value to private but for some reason our users still change it to share with the entire org. Because of that the org was removed.