On an existing service ticket, is there a way to add another JIRA user to see comments and/or the entire ticket?
The @name function does not work in the comments.
What does adding a name to "Request Participants" do? Can that participant now see the ticket and participate in comments?
Should I create a Customer Organization and add those people into it in order to include them on the ticket & comments?
Hello @Brett Larson
Adding someone as a request participant should allow them to view the issue and participate in the comments, there is more details in the following link :
https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html
The @mention only works for users that have the Browse project permission (not portal users). It is very well explained in this answer :
The organisation would be used to add a new client to your portal to be able to create requests and view the request that have been created in this project.
So to summarize :
- Customers (organisation) : Portal access for specific project
- Request participant : Access to specific issue
- @mention : Limited to Agents or Reporter
Hope this helps,
JT
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