Share Issue with another Service Desk Customer who is not the Creator

[Mustafa Memon]

Hi,

As a Service Desk Agent we often need to forward/share tickets onto 3rd parties.

These 3rd parties have been setup as Service Desk Customers in our Project.

The Requester is another Service Desk Customer.

When we 'Share' the Issue with the 3rd party via the share button on the top-right of the Issue screen in Jira Service Desk, It sends the 3rd party an email with a link and when they click on it they get the below message saying they can't view it.

Questions:

1. Anyone know why the Customer cannot see the Issue?  Do they have to be a licensed User?

2. How can we 'assign' or share an Issue with an unlicensed User that they did not create, and for them to have the ability to respond add comments to the issue?

[Alexey Matveev · Accepted solution]

Hello,

You should add this user as a participant to this issues.

[Mustafa Memon]

Thanks for your response.

How do you add someone as a participant if you didn't raise the request?

In the portal, as and administrator I cannot view any issues that I myself did not create.

[Alexey Matveev]

As an administrator, you can add yourself as a participant in the Jira interface.

In the portal users can see issues only if they are reporters, participants or belong to the organization, which is defined for the issue

[Mustafa Memon]

In the jira interface how do I add myself as the participant?  By 'watching' the Issue?  I have tried this and I cannot see the ticket in the portal.

Are you then suggesting that after I become a participant I then share with the 3rd party customer via the portal?

[Alexey Matveev]

Here is the link on how to add a participant in the Portal (not Jira interface)

https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html

In Jira interface you can add the Participant field to the Edit screen and edit this field.

[Mustafa Memon]

Thank you Alexey, much appreciated.  I added the 'Request Participant' to the JIRA interface by updating the Screen configuration, JIRA Settings > Issues > Screens > (select screen scheme).