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.
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
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
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.
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