JIRA Service Desk Project, participants' notifications and access

KirstenManica

Hi! We have a JIRA Service Desk Project that we use for our internal team, especially non-JIRA admins, to send our production support engineers Issues. That project has a field "Requested Participants".

If we create the Issue in JIRA, and add participants, those participants

• are NOT notified of being added,
• do NOT see comments "shared with customer", and 
• can't even see the Issue if they login to their customer JIRA account.

If we create the Issue by sending an email to the email that we configured, then all of those things are fine and functional. 

Advice?

Daniel Eads {unmonitored account}

Hi Kirsten,

If you're creating issues directly in the JIRA interface, the Service Desk Request Type probably isn't being set. This is necessary for the issue to show up in the Customer Portal. You can check this in the Service Desk panel (on the right sidebar) when you're looking at the issue in the standard JIRA interface. Here's an example:

The issue this appears on won't be visible to Service Desk customers. A Request type needs to be set! When you send in an email, the request type is being set to whatever you've defined in your Service Desk mail handler.

Click on No match in the panel for issues you're seeing this on, and you can select the appropriate request type from the dropdown. Then your customers and participants will get notified via Service Desk emails and be able to see the issue in the Customer Portal.

Cheers,
Daniel

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