Add user to the watcher list

[Singa Associates SA]

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.

[Angélica Luz]

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