Sharing an issue not created in customer portal with customer portal org or user

Question

Does anyone know how you can share an issue that is created in JIRA Service Desk (Not created under the customer portal) with a customer?

Although, when selecting the share option on the issue, I can select the customer user and then share the issue, when the customer receives the notification, it takes them to the customer portal home page and does not allow them the view the issue.

I know this is because the issue was not created by the customer, but I thought there might be a way to at least email the details of the issue with comments?

Thanks,

tj

carolyn french · Answer

Hi @Kleber Fonseca ,

Request Participant is a field in your Jira issue. You could write a script most likely. Ask new questions, and you'll get more people to answer and help out.

https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html

Kleber Fonseca · Answer

Hi @carolyn french

How can I add Customer or Organization to Request Participants field?

Is it a Request field ?

Can I write a script to bulk change this field ?

I have many requests in Service Desk without sharing with customer organization.

Thanks a lot

carolyn french · Answer

Hi Tracy,

You can also add your Customer into the Request Participants field, if they are not truly the Reporter, but you would like them to see the issue in the project.

Carolyn