Adding the ¨Request participants¨field to the security scheme for the notifications to arrive.

[ADMIN IT]

Hello, good afternoon team. I am kindly requesting your help, a week ago I setted up a security scheme in the 3 incidences, because there are 3 areas working on the same service table: Customer Service, TI , BI (img attached).

Currently, the security was adjustes so each are is able to see thei own tickets and restrict the access, but now it´s generating issues with the notifications that are arriving to the ¨Reporter¨and to the ¨Request participants¨ ticket. (Img attached)

I was able to solve the notifications matter being sent to the ¨Reporter¨by adding it to the security scheme, but I cannot find the opcion to add the ¨Request participants. This is mandatory because the notifications also should be reach them.

I would really appreciate any kind of help, support or documentation that might be help us in regard to this issue.

Thank you in advance.

[Mikael Sandberg · Accepted solution]

Hi @ADMIN IT,

Welcome to Atlassian Community!

If you add Service Project Customer - Portal Access (the first option) to the issue security that will allow the Request participants to view and get notifications for requests that they are added to.

[ADMIN IT]

Hi Mikael

Thank you very much for your help! 😊

I will do tests of what you have mentioned and I will be commenting if it has worked for me or not.

[ADMIN IT]

Hi Mikael


It has really worked. The notifications have also arrived to the "request participants".

Thanks so much for the help :D

[Cosmo Denger]

@Mikael Sandberg , adding Service Project Customer - Portal Access then opens up the tickets to be viewed by anyone in the company and is no longer private between the reporter, agent, and request participants. 

Is there a setting that only targets request participants or is there another way do setup the security to achieve privacy among the agent, reporter, and request participants?

[Mikael Sandberg]

@Cosmo Denger it all depends on how your global permission for JSM is set up. Just adding Service Project Customer - Portal Access to the issue security does not automatically open up all requests to everyone in the company. If your global permission is set to not automatically share with the org nothing will change. And if you are not using organizations then it has no effect either. What is does do is allowing request participants to view the request that they have been added to and also get the notifications. 

[Cosmo Denger]

Got it.  We are using organizations so this won't work in our case. We also have our set to not automatically share with the org but enabling Service Project Customer in issue security grants the customers access to all issues in the org. 

I heard back from support and they gave these two links. 

Feature Request: [JSDCLOUD-1703] Make "Request participants" custom field available to security level configuration - Create and track feature requests for Atlassian products.

Workaround: Setup Issue security level to work with the Request participants on JSM issues using Automation | Jira | Atlassian Documentation