SD ticket Share option whitin the same organization

[Abelardo Contreras]

Hello team, 

Essentially we want to configure someone's new account with this option. 

However, it only gets this;

I have checked both profiles on Admin and they look the same, what am I missing?

Thanks in advance

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @Abelardo Contreras ,

first of all, at your project setting level, could you check thsi setting?

Do you have organization configured in your project?

Hope this helps,

Fabio

[Abelardo Contreras]

Hello Fabio, 

Thanks for your reply. That's the thing, I don't have those options

The other thing I am wondering, it is actually a configuration project thing or a user thing? As a few users can do it and others can not.

Again thanks for your time

Abel

[Fabio Racobaldo _Herzum_]

Hi @Abelardo Contreras ,

the problem is that you are trying to setup that behaviour on a JIRA Software project and not on a JIRA Service Management project. Please check the project type in the project settings details.

This should explain your doubt.

Fabio

[Abelardo Contreras]

Hey @Fabio Racobaldo _Herzum_ 

Understood, did not realize that before. However, what would be the reason then that some users can share the ticket when is being created and others can not, considering they are both in the same team, in this case, Payment, Risk and Fraud. That is why I also mentioned before that it seems that is an issue regarding users as well, I have checked both profiles, the one that works and the one it does not work and they are identical, what else could I have been missing?

Thank you for your time

Abel

[Fabio Racobaldo _Herzum_]

Hi @Abelardo Contreras ,

In order to avoid confusion. Share with is a field that appears on customer portal side so customer can share requests with other users/organization. Portal is an option related just to JIRA Service Management project.

At JIRA Software project, in order to manage sharing, you can add Watcher field in creation screen, check users that can add watchers through the project permission scheme and verify Global Permission "Browse users". Doing that, on creation, users can add other users as watcher of their tickets.

Hope this clarifies your doubt.

Fabio

[Abelardo Contreras]

Hey @Fabio Racobaldo _Herzum_ 

Yes, I found where I had to add them so they can have the share option. 

Thank you

Abel

[Fabio Racobaldo _Herzum_]

Well done @Abelardo Contreras . Please mark my answer as accepted