Updating "Shared With" on a customer request with tagged users in comments

Vijay Venkataraman

We often tag users in comments with whom the ticket is not shared with initially. How can I automatically add tagged users to the shared list? 

For example, we might have QA file a support ticket, but our instructions are for engineers who are not already included in the Shared With list. We want the engineer to get updates going forward, without having to take that extra step of adding them to the "Shared With" list manually.

Gikku

Hi @Vijay Venkataraman 

If the 'Engineer' is already a Jira Core/Software user, he should be added to the Watchers list for the Jira issue. So that he will receive any updates over the notification mails.

But if he is only a Service desk customer, then you will have to add them to the request participant. You cannot skip the extra step anyway.