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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


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

Also, you can discover other roles for JSD

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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