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Request Participant is not showing in Create Issue screen

I'm probably missing a small step, but I can't get the Request Participants field to show in the Create Issue screen: 

The field is in the needed screen, but not showing for any user when using the Create button. 

RequestParticipantsField.pngCreateIssueScreen.pngFieldNotPresent.pngFindField.png

 

1 answer

1 accepted

1 vote
Answer accepted
Mikael Sandberg Community Leader Jul 19, 2022

What you see is expected behavior and it has to do with Customer permissions and issue level security. When you use the Create button none of these are set yet, and therefor the request participants field is not visible. Customers can only add participants from the portal or via email, and JSM agents can add participants from the issue view. You can learn more about request participants here.

It is probably the current situation but not what is expected. JSM agents should be able to add more customers (reporter and participants) to a ticket on the create issue screen and they should receive the email notification about the ticket creation. That is a normal daily situation. 

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