Sharing an issue of Jira Service Desk with a person without a Jira Service Desk portal access

[Ines Büntig]

We enabled 2nd level support within our organization to raise Requests via our Service Desk Portal. Sometimes it makes sense to share these requests with other users of the organization who don't have and shouldn't get access to the service desk to open requests themselves. They only should be kept up to date about a specific request.

Is this possible by adding them in "share" within one request? Will they get notified about any progress without enable them to create their own requests?

I understand by adding them as participants would give them the possiblity to create their own Jira account and enable them to open requests via the Service desk Portal which we don't want.

[Jack Brickey]

you can use Project Automation to send emails to non-Jira users. Have you invested this as yet?

And of course if they happen to have JSW or Core license they can be added as a Watcher.

[Ines Büntig]

As the non-Jira users who need to be informed about specific issues will vary I think implementing a project automation makes no sense as you need to define in the rule whom you want to send an email to. 

I gave a non-Jira user the viewer role in JSD but this will consume a core license, right?

[Jack Brickey]

Hi Ines, yes it would be challenging if your list of non-Jira changes frequently. That wasn't clear to me previously. When you say you "gave a non-Jira user the viewer role" what does that mean? How did you do that? Does the user have JSW license? In any event, if they are not listed as an agent they will not be a paid license. For a definitive view of who has JSD licenses in your system --> Jira settings > User Management > in the products drop down choose JSD

[Ines Büntig]

Hi Jack, I am a JSD project admin only and don't have access to user management. I granted the non-Jira user viewer permission via giving him internal access to this project. So now he has "viewer role" and I understand that this is not consuming a JSD license.

But in addition this user has access to the customer portal and can raise requests. I checked under customers and it seems that this user had been added automatically as a customer too.

What we want is to add internal users (within our own AD) into the communication within a JSD issue without granting them access to the customer portal (this specific JSD project) or enable them to raise requests by their own. We did not figure out yet what is the best approach here.