Reply to customer with Portal URL instead of JSD URL

[chris_duncan]

I'll add a watcher to a JSD issue. Sometimes I ask the Watchers for info or feedback. These Watchers are not agents or admins so they need to use the Portal to add comments.

When I 'Reply to customer' from the Issue in JSD [Cloud], JSD sends an email to the requestor and Watchers, BUT the URL in the email links to the Issue in JSD where they cannot add comments.

Is there any way I can set this URL in the reply to the Portal URL for the Issue instead of the JSD URL?
Thanks

[Brant Schroeder · Accepted solution]

Watchers are setup to access the issue through Jira and not the portal thus the link issue.  If you add them as a request participant then they will get the link for the portal.  This will work for you if the comment you are posting is public.  If it needs to be internal then they will have to be a watcher.

[chris_duncan]

Thank you Brant, very clear and concise.

I'd read this this support doc (though it's for 'server' I thought it would apply). And in this specific instance, the 'Watcher' I'd added actually has Jira access and is an agent on another project, but he could not comment as a Watcher despite correct issue level permission settings. 

We'll default to 'Participants' for all non-agents on this project.

Chris.

[Brant Schroeder]

Also welcome to the community.