Whats the easiest way to give further people/customers access to comment on a JSD ticket?

[David at David Simpson Apps]

Person A raised the ticket, but persons B & C need access to view and comment on the ticket.

I tried going down this route -- What are request participants?   -- but it just gives the customer a link to the agent's screen, which then 404s because of a lack of permission.

This really shouldn't be hard, but I can't figure it out.

[David at David Simpson Apps · Accepted solution]

So, it looks as though I've been using this wrong (of course).

I was trying to request participants using the Share functionality...

...but that is not the way to do it.

I realised that JSD has been conveniently hiding the functionality from me in the bottom right hand corner of the screen:

Expand this out and you will see:

In this field you can add the email address of any person who has already been added as a customer in JSD -- a step which you should have performed beforehand 🙃

Convoluted yes, but possible.

Maybe it was easier in the old Jira issue view, but I haven't seen any documentation on how you'd share a ticket with more than one customer.

[Dirk Ronsmans]

Well you can always click the ‘open/view request in portal’ and share it through the customer view. But indeed. The request participants field is the only way to properly share it with a customer. 
and you can always de multiple people there :)

[David at David Simpson Apps]

Thanks for your replies @Dirk Ronsmans 🙇‍♀️

Now that I can actually see the field, it's much easier for me to understand how to use it.

[Dirk Ronsmans]

Yeah. The new issue view takes some getting used to. 
empty fields are pretty much always hidden under those ‘additional fields’

we’ll have to get used to it tho cause doubt they will roll it back to the old view :)

But glad you found the solution!

[Dirk Ronsmans]

Hi @David at David Simpson Apps ,

Request participants should be the way to go tho. They are the same as if the customer would share the issue through the portal.

You mention they are given the Agent view link (which then 404's), that doesn't really make sense. If you have a person that is just a customer the Agent link should redirect them to the Customer Portal (cause the system knows they are not an agent).

This link, do you manually provide it to them or is it given through the Customer Notifications (Event: Request Participant Added)?

When I look at that notification template it actualy contains a link to the Customer Portal so a redirect shouldn't even be needed.

Could you check and let us know what your template looks like?

The people you are sharing with, are they agents as well? Or just customers?

[David at David Simpson Apps]

According to https://support.atlassian.com/jira-service-desk-cloud/docs/what-are-request-participants/ -- you can just use the share button in the agent view to add a customer.

I've tried this twice now, and it just send them to the agent view, which 404s.

The person I'm sharing it with is a customer, and their account seems to have been auto created as a customer too.

[Dirk Ronsmans]

Have you been able to verify the link that is being sent to them through the customer notifications?

I feel like the documentation is wrong here. When I try sharing like that I indeed get an email with the agent view link.

This does however not add them to the request participants.

If I however add a customer to the Request Participants field they get the proper "customer notification" with the portal link.

[Kat Warner]

We use the Request Participants field like cc on emails.

Customers can create a login to JSD simply by emailing our support email address, and also create logins for others by cc'ing them on the email.

Check out your project customer permissions

[Jason Galea]

Add an additional field and name it for example “stakeholders” and add that field on the screens of the issue type. No need to add it into the customer portal (unless you want customers to add people themselves)

on the permission scheme, grant the “browse” and “comment on issues” permissions to the  newly added custom field. 

when accessing a ticket, you can add people individually into the field and they should have access. 

make sure those people already have an account on jira. Customer account should be enough so no need to add licenses

cheers,

jason

[Dirk Ronsmans]

But why?

The Request Participants mechanism exists just for this use case. When invent something new that you need to maintain separately? 

I'm a big fan of creative solutions but also of using functions/features of a tool out of the box and troubleshooting if it goes wrong if they exist, instead of building something cause it's not working as intended.