Service Desk Tickets - how to add participants to comments

[Brett Larson]

On an existing service ticket, is there a way to add another JIRA user to see comments and/or the entire ticket?

The @name function does not work in the comments.

What does adding a name to "Request Participants" do? Can that participant now see the ticket and participate in comments?

Should I create a Customer Organization and add those people into it in order to include them on the ticket & comments?

[Jean-Théo [Adaptavist] · Accepted solution]

Hello @Brett Larson

Adding someone as a request participant should allow them to view the issue and participate in the comments, there is more details in the following link :

https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html

The @mention only works for users that have the Browse project permission (not portal users). It is very well explained in this answer :

https://community.atlassian.com/t5/Jira-questions/mention-non-agent-users-in-Service-Desk/qaq-p/46044

The organisation would be used to add a new client to your portal to be able to create requests and view the request that have been created in this project.



So to summarize :

- Customers (organisation) : Portal access for specific project

- Request participant : Access to specific issue

- @mention : Limited to Agents or Reporter

Hope this helps,

JT