nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Adding a group as participant to a ticket

Jenny Thompson_hud6yb

Hey there

I need to copy a group of users to see a specific ticket (rather than access the whole helpdesk) I can add individual team users as participants which works fine.... but just adding the team name would be better.

I am really struggling with this - please can anybody help - or suggest a workaround solution maybe ?

Thank you in advance

Jenny

Accepted answers

Dirk Ronsmans

Hi Jenny,

Do you mean a group of customers or an internal group?

If we are talking customers then you can use the organizations to create "groups" of customers. Ussualy these can be departments/external companies/..

If you share the ticket with that organization all members of that organization can see the ticket and interact with it.

https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-grouping-customers-into-organizations

All comments

Dirk Ronsmans

Hi Jenny,

Do you mean a group of customers or an internal group?

If we are talking customers then you can use the organizations to create "groups" of customers. Ussualy these can be departments/external companies/..

If you share the ticket with that organization all members of that organization can see the ticket and interact with it.

https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-grouping-customers-into-organizations

Jenny Thompson_hud6yb

Thanks for getting back on this so quickly !

It is all internal groups

Dirk Ronsmans

Could you maybe elaborate a bit more on your use case then? i'd be happy to brainstorm on a work around then

You mention helpdesk and request participants so does that mean you want a Software user to collaborate on a JSD ticket and you grant them permissions through the request participants?

The more we know, the better we can try and help!

Jenny Thompson_hud6yb

We are setting up a cloud Jira Servicedesk

When we assign a ticket to an agent - the agent adds their team as participants.

Currently, they add all 10 team members individually.

We need to add them as a group ‘Products team’ for example.

When the team members are added as participants they automatically receive a notification for that ticket and can view that ticket and add an internal note

If the agent changes then a different team will also be added as participants by the new agent and the existing team needs to remain

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira

cloud

jira-software

jira-software-cloud