Thanks for the answer. Can you help me fill in more details regarding the type of account each can/should have?
It seems to me that to be a Watcher, you must have Browse Projects permission. However, to be a Request Participant, you don't need that permission, you just need to be in the Service Desk customer list.
Thus, it is possible to add a customer as a Request Participant to a Service Desk issue successfully, but that same customer could fail to be added as a Watcher.
Do I have that straight? We've recently spawn more Service Desks and have run into this recently.
A Watcher is someone that will be given permissions for the Jira project. This generally isn't a customer since they wouldn't have access to your Jira system but only the Service Desk portal.
A Requested Participant is someone being given permissions for the Jira Service Desk portal. A customer can be added as a Requested Participant by using the "Share" function in the portal. There are restrictions on if/who customers can share with based upon the settings you chose in the Jira Service Desk project. Their access to view/participate would be through the portal only.
Hopefully this makes sense.
So, if I understand this correctly, if I want to add someone on my service desk team to a ticket, I should make her/him a "watcher". Doing this seems to be something like adding the user as a BCC to the ticket correspondence; it delivers her/him the notifications, but will not display this ticket in the "watcher's" Service Desk "My Requests" area.
If this is correct, I like this distinction. Why?
Distinguishing participants from watchers is an approach that assists at least two ways:
Am I understanding, or have I missed some other important distinction/benefit/consideration?
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