JSD - Problems to add "Request participants" field

[Alex Garcia]

Good Morning,

I created a new JSD Project and I would like to add "Request Participants" field in my "Customer Requests"

To ensure it could be possible, I check the Configuration of the Field "Reqeust Participants" and I add my JSD Project SCREEN there.

I also check that in the SCREEN Configuration the "Request Participants" field is there with the rest of the custom fields that I created for my project.

But when I am working over the "Customer Requests" and I would like to add a field... "Request participants" is missing there as you can see in the picture attached.

Which step I am missing?

Regards,

Alex

[Michael Andolfatto · Accepted solution]

Hi @Alex Garcia ,

It's currently not possible to do this, but you can vote on the issue to be added to future releases here: https://jira.atlassian.com/browse/JSDSERVER-1511

A possible workaround if you have automation plugins installed would be to make your own multi-user field on the request form and have it automatically copy over to the request participants field.

[Alex Garcia]

Thx your reply!

I see i can use “Watchers” field then. 

Will the wathers able to add comments on the requests via customer portal? Or just check the status/comments. 

Regards, 

Alex

[Michael Andolfatto]

The Watchers field just subscribes an internal user (i.e they have a Jira license and access to the project) to notifications for the issue.

The ability to comment on issues is handled by the 'Add Comments' permission in the project settings. If a user falls into a role or group that is listed under this permission, they will be able to add comments on the issue. (Although they will need access to the project)

In addition, there's a role called 'Service Desk Customer - Portal Access'. If you give this role to a permission such as 'Add Comments', anyone who is able to access the issue in the Customer Portal can leave a comment. This is where Organizations come into play because you can allow Customers that belong to the same Org to see all other issues in that Org and view the status, comment, etc.

[Katarzyna]

Hi @Alex Garcia ,

I'm Kate from Deviniti. We know this problem so in our app Extension for Jira Service Desk we provide a custom field "Request Participants". You can read about it here. This app has got a lot of bigger and smaller features which are described not only in the documentation but also in our articles. Maybe some of them (or all!) will be useful for you.

In case of any questions, contact me directly via email: katarzyna.pawlak@deviniti.com

Cheers,

Kate