Is it possible to add customers to watchers list?

[Sriram Nagarajan]

I need to add a customer to a watcher list. Is this possible? If so, how can this be done. Appreciate any help.

[John Funk · Accepted solution]

Hi Sriram - Welcome to the Atlassian Community!

Another option is to create an Organization in JSM. Then you can add users to that Organization. Then everyone in that Organization can see all of the tickets that have been submitted by users in that Organization. It's not the same as "watchers" but it might provide the functionality needed. And doesn't cost an extra license. 

And then another option is for an Agent to add the customer to the Request Participants field. 

[Sriram Nagarajan]

@John Funk Fantastic idea. Thank you! :-)

[John Funk]

You are welcome. Good luck!

[Mikael Sandberg · Accepted solution]

Hi @Sriram Nagarajan,

Welcome to Atlassian Community!

This would only be possible if you give your customers access to your instance, not just as customers in JSM. Only users that have product access to your instance can be added as watchers.

This why there is a field for Request participants, that is how you add customers as "watchers" to a request. Depending on how your project is configured anyone can be added as request participant. 

[Sriram Nagarajan]

Hi @Mikael Sandberg Thank you so much for your help. Much appreciated. 

[Rishabh Jhawar · Accepted solution]

@Sriram Nagarajan , Welcome to the community!

You can add your customer to the service ticket. Try this:

Regards,

RJ

[Sriram Nagarajan]

@Rishabh Jhawar Thank you. 

[Rishabh Jhawar]

Happy to help :)