how to cc or share the tickets in Jira Portal

David Huang

Hi all,

We are going to use Jira Portal to raise tickets.

plz see below for the current page layout

question: how end users cc or share the tickets with others, in case they need someone to approve the request, or get more users involve, cheers

 

David

Angélica Luz

Hello @David Huang,

Thank you for reaching out to Atlassian Community!

When it comes to sharing tickets with other customers, it’s only possible to do that after the ticket is created.

The field “Request participants” can’t be added to the create issue screen in the portal, so after the ticket is created, customers can share the ticket with other people by clicking on "+ Share". There is a feature request suggesting the implementation of this ability:

• Allow adding Request Participant field into Create Issue screen in Customer Portal

Please, click on vote and watch the ticket above to receive updates.

Note that, for customers to be able to share tickets it’s important to set the customer permissions (Project settings > Customer permissions > Customer sharing) to “Customers can search for other customers within their project or organizations”, so they can share the ticket with anyone. 

What also can be done is to add customers to organizations, so they can share the ticket with the organization and this field will show while they are creating the ticket. But, in this case, they won’t be able to select specific people, if there are, for example, 50 customers in an organization, it will be shared with the 50 customers.

• Add an organization to a service project
• Add a customer to an organization

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica