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

[Kyle Rapson]

[John Funk]

Hi Kyle - Welcome to the Atlassian Community!

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

[Kyle Rapson]

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

[John Funk]

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.  

[Victor Mutambuki]

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

[Kyle Rapson]

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]

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