Where can I add "request participant" in a JSM Project.

[Claude]

Hi all,
We have enabled customers to also create their own accounts in our JSM Project.
Now when an Agent creates a ticket for a customer using jira UI within the JSM project, a create screen shows up which shows a lot of fields incl "reporter", "organization".
Near everything except Request participant.

I have added this field in the create screen, but it still doesn't show up. Any idea.
Also we can't after creating change the request participant anymore with a new email adress because from what I understand the customer doesn't exist. So is really the only way for the agent to go into the portal and use the "share with" button there, to add request participants?

[John Funk · Accepted solution]

Hey Claude,

Click on the Configure button on the bottom right of the screen while in an issue on that project. Then find the field and make sure it is on the screen - it might have gotten taken off of it somehow.

[Claude]

I assume you mean the top right of the screen. When I click that every single field is shown excep the "request participant". Is this a limitation from Jira?

[John Funk]

No I meant after it was created. So, yes, it looks like a limitation for the create screen in JSM for that field. So you would need to do it through the portal or if using the agent screen add them after the issue is created. 

You might want to open a support ticket with Atlassian to see why it doesn't show on the Create screen. 

https://support.atlassian.com/contact/#/

[Claude]

I believe if using the agent screen, I can only add them if I had previously added them as a customer to the project as well. As you can imagin it's quite a hassle to each them first create the customer only to be able to add them after ticket creation.

[Kim Euker]

It also should be on that particular Request Type.  I would check that as well

[Claude]

It is that request type. I have also tried all request types. It doesn't show for any but it is a field for all of them.