Unable to 'Share with customer' when adding comments on Jira Service Management

Summary

When accessing issues on Jira Service Management projects, users are not able to see the "Share With Customer" button. The only available option is to add an internal comment.

Solution

Cause 1

The ability to use 'Share With Customer' when adding comments is restricted to users that are granted Application Access to Jira Service Management(the default group is jira-servicedesk-users).

Solution 1

For users that need to use the 'Share with Customer' feature when adding a comment, please add them to a group that has Application Access with the following guide:

Assign users to groups,project-roles,and-applications

1. Open the User browser.

2. Select the user you wish to assign or remove access from. The user is displayed and the applications they are assigned to are display as checked under Applications and groups.

3. Check the box for the application/s you want to assign to a user. Uncheck the box to remove access. Note that the changes are made in real time, as you add or remove access, the group memberships change.

Cause 2

The affected users do not have "Service Desk Agent" permissions for the affected project, which defines who can interact with customers using public comments.

Solution 2

1. On Jira, click on "Project" at the top menu, then access the affected project

2. Go to "Project settings > Permissions"

3. Click on "Actions (⚙ icon) > Edit permissions" then click on "Grant permission" to add the affected users under "Service Desk Agents"