Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can users in custom field can see ticket in the portal


I'm wondering if is it possible for other users in the custom field to interact the ticket from the portal?



Reporter = User 1

Request Participant = User 2

Custom Field(user picker) = User 3


How can I make User 3 see the ticket and can also do things that a reporter can. Like add comment, and transition the ticket from the portal.

2 answers

1 accepted

0 votes
Answer accepted

@Jessirel Cubio -

In this case, user 3 in the custom field must be setup as a request participant. Or, if all users are setup to be in the same organization where you can configure for allow everyone in the organization to discover all the issues.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

@Jessirel Cubio -

This is why you have to take another look at my recommendation. 

Best, Joseph

Hi @Jessirel Cubio 

You can add the Custom Field(user picker) to the "Service Desk Agent" in the related issue permission scheme to your Service Management Project 



Hi Mohamed,

Just to clarify, "Service Desk Agent" requires a license right?

What I'm trying to achieve is to have the user in the custom field have the same permission as the reporter or request participant

@Jessirel Cubio 

yes the user in the custom field  should have service agent license to be able to work on the request 


Note: ticket reporter doesn’t require a service agent license it can be customer and in this case you can only comment on the issue or approve/reject solution like customer permissions only  

@Jessirel Cubio -

If you only want your "user3" to access the issues from the Portal UI only and perform the activities like the issue reporter/request participant, then you need to consider my original recommendation.

Otherwise if you follow @Mohamed Adel  recommendation, then your "user3" will need agent license and his/her activities will be happening within the project UI and not in the Portal.

Hope this helps.

Best, Joseph

Like Mohamed Adel likes this

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

241 views 7 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you