Agent View - Requested Participants with External email address

Rose Gilligan

With our configuration on the Customer Portal a user has the ability to add a requested participant even if he/she is not part of our portal/organization. Using the agent view, requested participant does not work the same - if the customer is not added prior you cannot add it like in the Customer Portal. Is there a permissions to adjust this or this is just how it is for the agent view?

Angélica Luz

Hello @Rose Gilligan,

Thank you for reaching out to Atlassian Community!

The field Request Participants in the agent view doesn’t have the functionality to create an account, so this is not related to permission. 

Other customers can add non-existing customers via portal or email, but as an agent/admin, it's necessary to invite them to the project and then, add them as participants or also click on “View requests in portal” and add the participant on “+ Share”.

There are feature requests suggesting improvements for that:

• Ability to add a request participant only by email without creating a customer first
• Ability for agents to add non-servicedesk-customers as Request Participant on agent view

Please, click on vote and also watch to receive updates about the requests.

Kind regards,
Angélica