Customer unable to share ticket

[Olivera Todorovska]

Customer is unable to share ticket with other interested users once it's been created. The option for it is grayed out for customers but not for agents. 

[Irina_Bel_Stiltsoft_]

Hi @Olivera Todorovska ,

The “Share with” field in the form when a customer is creating a ticket has the functionality to share with the Organization only. 

If you want a portal where a ticket is visible to everyone entering it, you can use the Customer Case for Jira app. You can create forums for your existing Jira projects of any type. All the tickets in these forums will be automatically visible on the relevant forum. A forum can be public (visible to everybody), private (restricted for specific email addresses or domains, for example, for your internal needs), or you can set it up as a support service just as JSM(private communication with a support assistant). All the requests created on the forum automatically get to this Jira project.

[Melo]

Hi @Olivera Todorovska

Welcome to the community!

It's probably the customer permission (Project setting>Customer Permission)

Source: https://support.atlassian.com/jira-service-management-cloud/docs/change-project-customer-permissions/

Please let me know if you're able to fix it.

Thanks,

Melo

[Olivera Todorovska]

Hi Melo,

I checked in Customer Permission and I do not see an option or setting for sharing.

[Melo]

Which option you have selected there? Have you also create any JSM Organization?