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Jira Service Desk

Hi Team.

I need to have multiple users attached to a service ticked raised via jira service desk.

Please let me know if how this can be done. It doen't seem to be a feature on the Ticketing system. 

Thanks
Mitch Sullivan

Swarm64

1 answer

0 votes
Jack Community Leader Jun 13, 2018

"attached"?

Jira allows for only a single Assignee

Jira allows for multiple watchers and participants.

I want multiple end-users to be able to view a ticket once it has been raised. One assignee is fine, (meaning one person on the help desk)

How you you add watchers / participants ?? Whats the difference??

There is System field Required Participants - which allows to add different Customers (of course you need to manage permissions - both global and project level one)

Another option is to use Organizations (but then it is fixed against all Customers within same organization).

That's all I have.

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miikhy Community Leader Jun 13, 2018

Hi Mitch!

If the field is missing there, it's probably not on the screen neither, you should add it there first or use the "Where is my field?" link to get the quick answer :)

Cheers

Jack Community Leader Jun 13, 2018

@PJ Wysota, the input from Micky and Mitch aside and going back to your reply to my response... You state...

"I want multiple end-users to be able to view a ticket once it has been raised."

are these end-users Customer, JSD Agents or maybe Jira users? The answer depends on the type of user.

Customers - need to be added as Request Participants

Agents - should have access by default. if not check permissions for the project role

Jira users - define a group of users and give the group browse permissions.

I suspect you are speaking of Customers here but just a guess.

miikhy Community Leader Jun 13, 2018

@Jack thanks for summarizing all available options, was guessing on Customers as well!

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