Providing visibility to team members not on service desk team

Jonathan Do

We're working with another team right now, specifically where my team acts as the service provider and the other team is essentially the customer.

One of the issues we're encountering is that a set of users need to be kept inform of the progress of each of the tickets, but we're unable to add them as watchers because they don't have the "Service Desk Team" role.

Is there way good way to keep folks in the loop that doesn't involve addons and isn't incredibly tedious.

Petter Gonçalves

Hello @Jonathan Do

Thank you for reaching out.

To select more users to be notified to specific tickets you can add them as customers to your Service desk project and as Request participants to specific issues:

Add request participants from the issue view 

The customers that can be added as request participants depend on the options you selected under project settings > Customer Permissions. Under that menu, you can select if the issues can be shared and notified to any customers in your site or only to customers of the same organization selected in the issue.

Additionally, select under project Settings > Customer Notifications which notifications you want the reporter and Request participants to receive. More specifically, click to edit in the notifications and select "Customers involved" to send the notifications to the request participants.

Let us know if you have any questions.