Jira CSM: Add External Users as Watcher on a Work Item

[Cyril Duvignau]

Hi,

Under Jira Customer Service Management, is it possible to add watchers that are NOT Jira Users?

Scenario:

Our customer, Acme Industry, has 3 employees that need to view some work-items created.

All tickets are under John's name as reporter, but how can we get the 2 other employees to see those tickets from the portal under the same Organization?

Thank you

[Cyril Duvignau · Accepted solution]

For customers (portal-only users), the equivalent to "watchers" is adding them as request participants. Request participants are unlicensed users who can view and comment on the request via the portal and receive notifications about updates.