How to disable the Share requests with groups feature in Jira Service Management
Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.
Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Share request with group feature was introduced with JSM version 5.9.0. For more details you may refer to the KB article Use Jira groups in your service projects
Sharing requests with Jira groups will contribute to the scalability of the service desk and customer management in your instance. Jira Service Management projects can now leverage Jira's user management model to manage customers in internal service desks and take advantage of integration with Jira. More details can be found here Jira Service Management 5.9.x release notes
Environment
JSM Data Center 5.9.0 or later.
Solution
Navigate to <BASE_URL>/secure/admin/SiteDarkFeatures!default.jspa and add the dark feature sd.share.request.with.group.disabled. If you need more guidance on enabling dark features, refer to the KB here.
Once this step is completed, the Customer permission "Can customers share requests with groups?" will no longer be visible in the Project Settings → Customer permissions page.
Furthermore, groups will be hidden from the Requests menu on the Customer portal, and the Groups field will not be shown on the Issue View screen.
If you prefer to only hide groups under the Requests menu on the Customer portal without disabling the entire feature, you can follow the instructions outlined in the KB article How to prevent groups from being displayed on the Jira Service Management portal under the Requests menu.