Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Why does a request participant cannot access a ticket?

We are using Jira Cloud and would like an expert to be able to add a comment to a specific request. I therefore added her to the ticket as a Request Participant but she is not allowed to open the request. I checked issue-level security settings but there are none provided for my project. What could be the issue here?

1 answer

1 accepted

0 votes
Answer accepted
Jack Brickey Community Leader Feb 14, 2020

Request participants are used for Customer (portal/email only access). If the person is a JSW licensed user you can ensure they are in a role/group that has browse and comment permissions. You can then add them as a "Watcher" which will allow them to access the issue from w/in the application. Regardless, if they are a Request Participant they should be able to view the issue in the portal and make comments.

Thanky you Jack, actually we had an issue with a duplicated entry preventing my colleague from accessing the request. Once we resolved this issue, she was able to edit the request via the portal :)

Hi @Katrin

Hope you are doing well.

The ticket raised is by a service desk team member and want to add watcher from service desk customer team, how do we do that and also why cant we @name  the requested participants, can you help me with that?


Hi @Murtuza Singapur ,

hm, I don't know why @name should not work in the field "add watcher". For us, all service desk team members and all people registered in the portal by opening a ticket can be selcted from the list... Maybe some configuration issue?

Od do I misunderstand your use case here?

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,527 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you