Query about requirements and permissions to add participants in Jira Service Management tickets

[David Martínez López]

Hello everyone,

I am reviewing the configuration of Jira Service Management (JSM), and I have a question regarding the Request Participants functionality.

I would like to know exactly:

What requirements must a user meet in order to be added as a participant in a JSM ticket?

What types of users are allowed to add participants to a request?

• Can only the reporter add other participants?
• Can project agents also add participants?
• Besides the reporter and the agents, can existing participants add new participants to a request they are already involved in?
• Does this depend on the project configuration, or is it standard behavior?

I am trying to clarify these rules to document the process internally and avoid confusion among users, agents, and customers.

Thanks in advance for your help!

[Trudy Claspill]

Hello @David Martínez López 

What requirements must a user meet in order to be added as a participant in a JSM ticket?

A user must be a granted Customer access or Agent access to the JSM application, and must be granted access to the specific JSM space. As a user with only JSM Customer access that means the Channel Access for the JSM space has to be Open, or if it is Restricted then the user has to be added to the specific JSM space as a Customer.

What types of users are allowed to add participants to a request?

• Can only the reporter add other participants?
  
  
• Can project agents also add participants?
  
  
• Besides the reporter and the agents, can existing participants add new participants to a request they are already involved in?
  
  
• Does this depend on the project configuration, or is it standard behavior?
  
  

It depends on the space configuration. If you allow customers to Share their requests, then the reporter and anybody with whom the item has been shared can add qualifying participants. If items are shared with a customer Organization and customers are allowed to Share requests, all members of the customer Organization are equivalent to Request Participants and can share the item with other qualifying participants.

Agents can also add qualifying participants.

Disclaimer: I am less of an expert on JSM than Jira, so the above is based on my anecdotal experience and testing.