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Shared with and Watching options are not same

Brijesh Pathak_luggto

Team,

When a requestor sends an email to our servicedesk by copying other to that email creted issue/request is automatically putting those other users as "Shared with" under customer portal. But when I check the ticket in JIRA service management and check "Watching" section only ticket assigne is showing up there. see screenshots for more details.

Is this standard behaviour, I am under impression that "Shared with" and "Watching" are same.
Regards
Brijes 2021-08-05 17_46_40-[ITSD-2956] RE_ Indesign conversion issue - JIRA.png 2021-08-05 17_48_38-RE_ Indesign conversion issue - IT Service Desk - Jira Service Management.png

Accepted answers

Liam Green

Hi @Brijesh Pathak

They're not the same, no.

'Shared with' are request participants, whereas 'watching' are agents who will get notifications on the ticket

All comments

Liam Green

Hi @Brijesh Pathak

They're not the same, no.

'Shared with' are request participants, whereas 'watching' are agents who will get notifications on the ticket

Brijesh Pathak_luggto

Tks Liam.. but notifications are also going all mentioned in "shared with". May be all updated made for "reply to customer" would go to all in "shared with". Is there a way I can add "shared with" field in to ticket screen so that agents know with who all ticket is shared instead of them needing to go to customer portal to check this?

Liam Green

The field on the agent screen is called 'Request Participants'. If you add this field you will see that it matches the 'shared with' on the portal.

And yes, all the request participants will get an update when a reply to customer is added

Brijesh Pathak_luggto

That is fabulous...!!

Thanks much for your help Liam... really appreciate it.

Regards

Brijesh

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