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Unable to allow users to add watchers

Victor_Josan

Hi,

Recently I noticed that our users are unable to add watchers to tickets even though from what I can see they appear to have the right permissions.

Please let me know when we can do a screen share session in order to help me fix this issue.

Victor

Accepted answers

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Brant Schroeder

Vistor,

Since you are using Jira Service Desk just want to make sure that we cover watchers and request participant.

Customers (Users who access issues via the portal) - Can only add request participants to an issue. You can learn more here: https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html

Agents (Users who have a service desk license and have access to the project) - Can add request participants and watchers to issues. https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html#Addingrequestparticipants-Addwatchers

Jira Users (Users who have a Jira license and have access to the project) - Can add watchers to an issue. https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html#Addingrequestparticipants-Addwatchers

Both Agents and Jira Users have to have the ability to add watchers on the permission scheme as well. https://confluence.atlassian.com/adminjiraserver/managing-project-permissions-938847145.html

Victor_Josan

So from what I can see user should have access to add watchers as per attached screenshots.

Service desk permission scheme:

User permission/license:

Brant Schroeder

Victor,

It specifically states in the permission helper they do not have access. It sounds like this person is only a customer on the service desk in question. If that is the case then they will not be able to add a watcher.

Is this user supposed to be an agent on the service desk? Are they an employee that you want to be able to see all issues in that service desk? If the answer is yes then you need to go to the project administration - > Users and roles and add them to the appropriate role.

If the answer is no then you will need to have them use request participant functionality to add individuals to the request.

Victor_Josan

So that means that this permission does nothing? because the specific user is "anyone on the web" and part to "BVS" group.

Brant Schroeder

The permission only allows the group member to add watchers if they have the proper licensing and access to the project as described above.

You can read about customizing service desk permissions here: https://confluence.atlassian.com/adminjiraserver/customizing-jira-service-desk-permissions-938847162.html

Victor_Josan

So that is what I don't understand.

The user has the "service desk license" and it is part of the specific group.

For me work only if I add that user to the "Service Desk team" but I don't want that, I want only to allow a user to add watchers.

Brant Schroeder

Have you give that group additional access. Does the group have browse project access?

Victor_Josan

Yes it does:

Brant Schroeder

Have you added that group to the users and roles section as a service desk agent?

Victor_Josan

It was not added and if I add it works but I don't want all that group to be part of "service desk team"

Is there another way to allow users to add watchers without being part of the "service desk team" member?

Brant Schroeder

Yes you can add them to different role that provides them access to the Jira project. If they have access to the Jira project they will be able to see all issues and be able to add watchers. This access would also be provided via users and roles.

I would suggest that you take this training as well: https://training.atlassian.com/configuring-and-troubleshooting-permissions-in-jira

Victor_Josan

This is what I was trying to say since I did open this ticket first time.

I assigned role (service desk customer) to a specific user then I modified project permission to allow "service desk customers" to manage watchers and it doesn't work.

Brant Schroeder

I am copying my first reply below and adding to it. Please take the time to read the links provided so you understand how the service desk works. I would suggest that you take this training as well so you understand how permissions work: https://training.atlassian.com/configuring-and-troubleshooting-permissions-in-jira

Customers (Users who access issues via the portal. PORTAL ACCESS DOES NOT ALLOW FOR THE ABILITY TO ADD WATCHERS JUST REQUEST PARTICIPANTS. IF YOU ADD SOMEONE TO THE ROLE OF CUSTOMER THEY WILL NOT HAVE ACCESS) - Can only add request participants to an issue. You can learn more here: https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html

Agents (Users who have a service desk license and have access to the project. YOU DID THIS AN IT WORKS BUT YOU DO NOT WANT THEM TO BE AN AGENT.) - Can add request participants and watchers to issues. https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html#Addingrequestparticipants-Addwatchers

Jira Users (Users who have a Jira license and have access to the project. AS STATED EARLIER YOU CAN ADD THEM TO A ROLE THAT GIVES THEM THIS ACCESS BUT THEY WILL HAVE ACCESS TO ALL OF THE JIRA ISSUES. THIS ACCESS WILL GIVE THEM THE ABILITY TO ADD WATCHERS IF PROPERLY CONFIGURED ON THE PERMISSION SCHEME.) - Can add watchers to an issue. https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html#Addingrequestparticipants-Addwatchers

HIGHLIGHTING - Both Agents and Jira Users have to have the ability to add watchers on the permission scheme as well. https://confluence.atlassian.com/adminjiraserver/managing-project-permissions-938847145.html

Victor_Josan

If I had time to take courses I would have never opened a Jira ticket in the first place.

You can close this request.

Brant Schroeder

Victor,

You have two options to allow the user to be able to add watchers. If they are truly a customer then they would add request participants not watchers.

Victor_Josan

Understood, I won't touch customer configuration at all because this has nothing to do with our "truly customers".

Saying that these are project roles we have:

The user I want to give permission to add watcher should not be part of any of these groups.

So that leaves me with one option to edit permissions right? and even if I add permission individually to the uses still doesn't work (with license assigned)

Brant Schroeder

In order to add watchers the user has to have three things:

Access to the application (Jira or Jira Service Desk License)
Permission to add a watcher (Permission scheme)
Access to the project (Added to project role or permission scheme)

Can you provide your full permission scheme so I can see if I can recreate.

Victor_Josan

Brant Schroeder

I setup a new project and configured everything the way you have described and am able to access the project and add watchers. Can you provide a screenshot of the user that is in the BVS group and his permissions from the users profile. Can you provide a screenshot of the issue that you can not add watchers to.

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