We want to know what is the best practice of when to add a person to a ticket. Here is what I think each option should allow.
We may have a non-agent who is a SME and we want him to follow along and comment to us when it is pertinent. we also want to know when to share instead of adding a participant.
"Share" was passive and could be an unlicensed, non-agent,
"Participant" was an agent that could actively make comments and change status on a ticket.
"Watcher" could be any user type - they are just "watching' the tickets activities.
Hi
A Watcher is someone that will be given permissions for the Jira project. This generally isn't a customer since they wouldn't have access to your Jira system but only the Service Desk portal.
A Requested Participant is someone being given permissions for the Jira Service Desk portal. A customer can be added as a Requested Participant by using the "Share" function in the portal. There are restrictions on if/who customers can share with based upon the settings you chose in the Jira Service Desk project. Their access to view/participate would be through the portal only.
You can read more about difference between Watcher, Participant, and Share here https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html
Also, you can discover other roles for JSD https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles
just to highlight here:
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