Add new organizations/customers in the Member field when submitting a request

Question

Hello all,

I would like to include other eligible customers to a request when somebody is submitting a unique query.

Today, our initial template to submit a request is only possible for 1 customer.

However will be very helpful to extend the selection to several eligible members so that all parties involved in the project can have the final response at the same time.

Thank you very much for your support.

Regards,

Marion Chabrier

Marion Chabrier · Answer

Hi Aaron,

Very clear.

Thank you for your quick feedback!

Regards,

Marion

Kai Krause_xx7uj7 · Answer

Hello and Welcome,

Depending on the requirements.

In the standard function, anyone who has submitted a ticket can share the ticket with others in the customer portal. either with authorized individuals or with an entire organization.

You can create the organizations under Customers in the project settings.

Another option would be to create a user-defined field and assign it to the request form and then transfer the from the customer choosed people copy  to the request participants via automation. Here you have the topic about permissions.

Another possibility is to set the creator's organization via automation to the ticket at creation of the ticket.

No matter what the scenario, sharing with the appropriate participants must be allowed.

You can also find out whether and with whom sharing is allowed in the project settings - Access - Customer permissions.

Some documentation you find under What are request participants? | Jira Service Management Cloud | Atlassian Support

Hope this helps a little

BR
Kai

Aaron Pavez _ServiceRocket_ · Answer

Hi @Marion  Chabrier

At the moment, it seems that you can only add a user in the Raise this request on behalf of*

There is no add participant in the request form.

Here is the improvement for that:

https://jira.atlassian.com/browse/JSDCLOUD-1511

Once you create the Jira issue, you can add participants in the customer view with the SHARE button or the agent in the request participant field.

https://support.atlassian.com/jira-service-management-cloud/docs/changes-to-requests-in-the-new-issue-view/

Regards

Aaron