Can't add customer as watch in jira servicedesk

Steve De Clercq

I want to add a customer to a ticket as watcher but I keep getting the following error message:

The user .... does not have permission to view this issue. This user will not be added to the watch list.

 

They need to have the permission Browse Projects. The browse project permission is granted to the following:

Project Role

Administrators

Service Desk Team

Service Desk Customers

Service Desk Customer - Portal Access

 

The user itself is a customer in a specific group but in this group the reporter is also assigned to. So I'm totally unclear why this user just can't be assigned as watcher.

Olga Videc

Hello @Steve De Clercq 

I'm afraid that's not possible 

Answered here by Paulo Henning Atlassian Team

Pauls answer 

"Unfortunately, a customer can't be a watcher as JIRA users can, but you can also enable the option Enable Participants (JSD Project > Settings > Request Participants) where your customers can invite other customers to be associated with specific issues and receive the Service Desk notifications."

https://community.atlassian.com/t5/Jira-questions/add-a-watcher-via-the-customer-portal/qaq-p/430623

Same issue, explanation by  Angelica Luz Atlassian team 

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Add-participants-or-watchers-in-Jira-Service-Desk-set-up-for/qaq-p/1100070

"

Watchers are restricted to internal users with a license, so in this field, you can add only licensed users that have access to a project. For example, you can add a user that works on Jira Software and also was added on the role "Developers" on the Service Desk project.

For participants, anyone that has access to the project can be added as participant and customers can add participants on the ticket through the portal as well. "

BR, Olga