"Share with" option

[Dylan Chadinha]

Hi All,

I was wondering is there a way you can hide the "Share with" option when a customer is logging a call?

I have added an organization and added the customer, when the customer logs a call they need to then pick to "share with" organization or "share with" No one, is there no way that block could automatically chose the organization that customer is associated with?

Thank-You

[Angélica Luz · Accepted solution]

Hello Dylan,

Thank you for reaching out to Atlassian Community!

When a customer is part of an organization, they will always have the option to share or create as private, it's not possible to set the default value or remove the option to create a private request.

There are some feature requests suggesting improvements for that:

• Ability to choose a default setting for Organization sharing at the create issue screen.
• Allow turning off sharing request with Organization by default
• Allow administrators to set the default sharing level of new requests

Please, click on vote and watch to receive updates about the features.

Regards,
Angélica

[Dylan Chadinha]

@Angélica Luz , Thank-You kindly for the response. 

[Gideon Benari]

@Angélica LuzSo am I right in thinking that if I want to prevent customers from sharing or seeing each other's emails I simply dont assign them to a group?

[Gemma]

@Angélica Luz Are we able to change the wording/put a description next to this? It's confusing for some who are asking who it is shared with depending on the option. For example:

"share with" organization - Useful to report site-affected options to inform the whole company

"share with" No one - Report between yourself and the support team

[Angélica Luz]

Hello @Gemma,

Thanks for reaching out to the Community!

The Share with is currently not customizable. The field is different from other system custom fields. Once customers are added to an Organization, the field will be visible for them, but it’s not possible for an administrator to add a description or change something about it.

There are feature requests tickets suggesting improvements for this field:

• Improve 'Share with' option once the ticket is created on the customer portal
• Ability to add a description to "Share with" filed in Customer portal

Kind regards,
Angélica

[elizabeth.hotson]

This behavior is really undesirable, is there any update to this issue?

[Angélica Luz]

Hello @Gideon Benari,

Thanks for reaching out to the Community!

Yes, that’s correct,

For customers to be unable to share tickets, they can’t be part of an Organization and the Customer permissions > Customer sharing on the project must be set to:

• Customers can search for other customers within their organizations.
  • This setting only allows them to share tickets if they are part of an Org, otherwise, they won’t be able to share with anyone.
• Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project.
  • It’s almost the same as the option above, but in this case, if they know the email address of someone, they can share. 
  • Using this option, once they start typing an email address, nothing will appear, it will only return an account once they type the entire email address.

 

Kind regards,
Angélica

[Gideon Benari]

@Angélica LuzThank you for that.

Why is the "Customer sharing" option 2 and not the first option "Customers can search for other customers within their organzations?

[Angélica Luz]

Hi @Gideon Benari,

Both options are similar. One of them the customer can only share with people that are in the same organization and the second one, they can share with the people in the same organization and with other people in the project, but only if they know the entire email address.