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I would like to know what is the difference between; Watcher, Participant, and Share in Jira Service

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.

1 answer

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:

  • Request Participant is only valid for Jira Service Managment (former Service Desk) Projects
  • Watchers are valid for Jira software projects

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