Service Desk: Added participants cannot access the issue to which they have been added

Question

If a customer is added as participant to an issue, how does the added participant actually access the ticket? I do not see the "shared" issue on the "My Requests" screen; only the issues I reported. Nor does the search return any results.

If I log into the portal with the added user and attempt to view the ticket by pasting the URL into the browser, I get: "You do not have permission to view this request."

ETA: The Request Participants field was not visible upon upgrade of the SD and had to be added manually. Not sure if that is a factor in this topic.

BenB_zw9ua0 · Accepted Answer

The root cause of this problem was the Issue Level Security. As described in JSD-1402, participant visibility is still controlled by Issue Level Security. If the issue level security is too restrictive, our case set only to Reporter, the added participant, who was not the reporter, can view the ticket.