sharing ticket

[Christina King]

Is there a way to share a ticket if a user is a read only user?

[Dave Mathijs · Accepted solution]

Hi @Christina King 

Do you want to share a ticket with a Customer (via the customer portal) or a User/Agent (who has a JSW and/or JSM license)?

[Christina King]

Trying to share with an internal user, who does not have a license, but is read only instead. Ex. I have a jira user who created a ticket, but they are unable to share the ticket because they are not in our system. 

[Dave Mathijs]

If the customer wants to share the ticket with an internal user as request participant, then the internal user should be added as a customer for that JSM project. The internal user can then follow-up via the customer portal.

Otherwise, an agent should add the internal user as Watcher, but then a JSW license is needed as well as Browse Projects permission. The internal user can then follow-up in the JSM project directly.

[Christina King]

@Dave Mathijs  Thank you!