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.
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
Hello Community! We’re excited to announce that Mindville Insight’s asset and configuration management capabilities will now be integrated into Jira Service Management Premium and Enterprise plan...
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