Service Desk's Request Participants can't access to issue

Hi I'm trying to set up manager approval for a Service Desk project.

From the documents, looks like a request participant can take part in the conversation including add comments and attachments. So we want to achieve our goal in this way.

Agents have already set the participants in the issue appropriately.

However it turns out the participants we specified can't access to the issue. Participants got permission denied.

We tried several ways including set up a new Service Desk, then submit a new issue, then add request participants. However the request participants still can not access to the issue.

Any idea about this? Do I miss any intermediate step?



2 answers

Hey Aihua,

I set up a service desk right now and it worked perfectly Bildschirmfoto 2015-05-06 um 08.44.18.png
This showed up next to my own requests.
Are the users you want to have as participant internal user as well ?
If yes it should be enough to set them as watcher.

There is only one condition - the participant must be a service-desk-customer.
Bildschirmfoto 2015-05-06 um 08.47.26.png
Maybe reindex your instance or watch out for an update?

JIRA 6.3.15
JSD 2.3.5 and 2.3.6 Works

Here is the mail I got (different participant and creator) - and yes the participants name is "Customer participent" ... 

Bildschirmfoto 2015-05-06 um 08.50.01.png 
If you could give me a little more info would be great


This issue is resolved by adding participants as customer! Thanks.

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