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Can users in custom field can see ticket in the portal

Jessirel Cubio

Hi,

I'm wondering if is it possible for other users in the custom field to interact the ticket from the portal?

Ex.

Reporter = User 1

Request Participant = User 2

Custom Field(user picker) = User 3

How can I make User 3 see the ticket and can also do things that a reporter can. Like add comment, and transition the ticket from the portal.

Accepted answers

Joseph Chung Yin

@Jessirel Cubio -

In this case, user 3 in the custom field must be setup as a request participant. Or, if all users are setup to be in the same organization where you can configure for allow everyone in the organization to discover all the issues.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Jessirel Cubio -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Mohamed Adel

Hi @Jessirel Cubio

You can add the Custom Field(user picker) to the "Service Desk Agent" in the related issue permission scheme to your Service Management Project

Jessirel Cubio

Hi Mohamed,

Just to clarify, "Service Desk Agent" requires a license right?

What I'm trying to achieve is to have the user in the custom field have the same permission as the reporter or request participant

Joseph Chung Yin

@Jessirel Cubio -

This is why you have to take another look at my recommendation.

Best, Joseph

Mohamed Adel

@Jessirel Cubio

yes the user in the custom field should have service agent license to be able to work on the request

Note: ticket reporter doesn’t require a service agent license it can be customer and in this case you can only comment on the issue or approve/reject solution like customer permissions only

Joseph Chung Yin

@Jessirel Cubio -

If you only want your "user3" to access the issues from the Portal UI only and perform the activities like the issue reporter/request participant, then you need to consider my original recommendation.

Otherwise if you follow @Mohamed Adel recommendation, then your "user3" will need agent license and his/her activities will be happening within the project UI and not in the Portal.

Hope this helps.

Best, Joseph

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