Hello,
We tried to add an user to a watcher list of an ticket in our Jira service desk cloud app but we had an error message: " an error happened when you try to add the watcher" and " user [...] is not autorizied to be shown this ticket. he will not be added the to observation list" and we have the same message for all user exept the agents.
Hello there,
Welcome to Atlassian Community!
For someone to be a watcher of the ticket, the user must have a license.
Per your screenshot, the ID that shows refer to a customer and not an internal user. All customers have a username starting with qm: and as they don't have access to the instance, they can't view the ticket internally.
Can you please check if the customer doesn't have a duplicated account (one as customer and other as a user)? Maybe when you are searching you are selecting their customer account and not the licensed account.
Regards,
Angélica
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