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How can customer (users) request participants to be added into a service request ? Edited


We have some users that needs the access to request participants into their service request when they create it. How this is possible and also can CC'ing participants into original email to support automatically add them into the service request ?


1 answer

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Hello Azhar,

Thank you for reaching out to Atlassian Community!

Customers can add request participants after the ticket is created when using the customer portal and for email, they can add them as CC and they will be added as participants as well.

For them to share the tickets through the portal and email, there are two settings that it’s necessary to change:

Customer permissions

Go to Project settings > Customer permissions. On this page, it’s necessary to set Who can customers share requests with? > Any customer or organization, by searching this project. This option allows them to search all customers in the current project > Save.

Jira Service Desk configuration

Go to Jira settings > Products > Configuration (or simply click on Change global settings on the previous page).

On this page, it’s necessary to allow customers to create their own accounts, so when the customer adds someone that doesn’t have an account, it will be automatically created.

Also, I would like to let you know that currently, it’s not possible to add request participants on the issue create screen in the portal. As I mentioned previously, on the customer portal, customers need to add participants after the ticket is created. We have a feature request suggesting the implementation of this ability: 

Please, click on vote and watch to receive updates about the feature.

If you have any other question regarding this matter, please let us know.


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