What permission / group a user needs to be able to share a service project issue

[pier B]

Hi,

We are using a service project to get feedbacks from our users, users are all part of our Atlassian SSO (using microsoft as auth backend), but users are not able to share an issue they opened with other users, so waht are the requisite to allow a user to do that ?

Thanks

[pier B]

Hi,

So I am still unable to find out how I can define permissions or anything else to allow customer to share their issues.

Something I noted is when a customer is moved from "Service Desk Customer" to "Service Desk Team" the share button appears ...

There is so many layers in atlassian product it is really hrad sometimes to find out where is the correct place to setup something (service project forms for example, there is dedicated forms menu  + there is another one on the requests type tab....)

Do you have any clue to achieve this ?

Thanks

[Jack Brickey]

Any one that you wish to share an issue with must have Browse permissions for the project.

[pier B]

Thanks, but atm my issue is taht people from my org does not have the share button at all...

[Jack Brickey]

Regarding "share button " are you talking about in the portal when viewing an issue? If so are you using Organizations? If you are not talking about the portal view then what are you referring to exactly?

[pier B]

Yep sorry, this wasn't clear, I'm talking about the one you described as "portal when viewing an issue".

About the use of organization, I don't even know if we are using one, some  Atlassian concepts are still not clear to me. I saw some pages but screenshots looks obsolete ..

yes we are using an organization, what is the correct path then to allow customer to share their issues ?

Thanks

[Jack Brickey]

Please share a screen shot of your customer permissions. @Walter Buggenhout illustrated where this is. As you will see there are 3 sharing options all of which refer to "Organization". When you place customers in an Organization (group) the you can allow sharing within the Organization but not outside the Organization. 

[pier B]

Here is the screenshot :

[Jack Brickey]

Ok so then you need to be using Organizations. If you have a customer in an organization then that customer should be able to search for and share with another customer in the same organization. I do note that you have it restricted to your domain. So I'm assuming you should have an organization for all users in that domain. That is all of your customers should go into a single organization I suspect. If you go to your customers page are they all at the root level or do you have them listed under an organization?

[pier B]

Thank you @Jack Brickey for your time.

When you ask me to " go to your customers page" do you mean Users page from " User management" of Atlassian admin page ?

Once on the above page (admin atlassian page) I can see all my users under /Admin/MyOrg_name/Users, is that what you are asking ?

[Jack Brickey]

I mean "Customers" from main page....

[pier B]

Ah ok ! So my customers are all at the root level, no org defined or visible here

[Jack Brickey]

Yes that is what I suspected.

[Walter Buggenhout]

Hi @pier B,

This is defined in the customer permissions of your project. Have a look at this support article to learn more.

Hope this helps! 

[pier B]

Thanks i am checking right now

[pier B]

I saw this :

To view or change customer permissions for your company-managed service project:

From your service project, go to Project settings > Customer permissions.

Under Service project access, select who can access the help center and send requests.

Under Customer sharing, select who customers can share requests with.

Select Save.

And I get that in the Customer permissions :

Anyone on the web + Customers can search for other customers within their organizations selected, but still, users are not able to share opened issues through the portal.

I also checked

Portal-only customer access

and

Site access

But couldn't find anything relevant for this specific permission.

Any other places where it could be deactivated ?

[Walter Buggenhout]

If you select the option that customers can share requests within their organization, they must be assigned to an organization to be able to share requests. See this extract from https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/:

[pier B]

Yep I saw that one too, but no effect, it looks like it could be related to this