Can you see who a ticket has been shared with?

Question

Hello,

Once a ticket has been shared with a user where is that information tracked so we can go back and view it?  We are not seeing it in the ticket logs.  There are a couple use cases where this comes into play:

1. our clients may reach out to multiple people for updates on a ticket.  Each user adding them to a ticket is inefficient.  If Employee A can see that Employee B already added them that is a win.

2.  Auditors could come back and asked if we shared the information at the time with the person.  For example, if we opened the ticket for the person and did not open on behalf of.  This is a bit of a stretch I know.

Thank you for the information!

Le Ann Langston · Answer

Thank you @Riley Venable.

The link you provided is helpful for sure and I can use it for my training.  Unfortunately, it tells me that my main ask is likely not trackable.  My question was "is there a place that you can see everyone that a ticket has been shared with".  What you displayed here is that you can see how many people are watching a ticket but not who it has been shared with previously.  We know how to share it now we need the audit trail.

Riley Venable · Answer

Jira Service Management agents can share requests with other Jira team members when added as request participants in the requests. People who have the request shared with them can view requests in the portal, add public comments in the portal, add attachments in the portal, and transition the request through its workflow in the portal. Information about request participants can be found here https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-from-the-issue-view/, or you can change this behavior in the customer sharing settings https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/