Adding request participants
Customer requests are communications between the customer reporting an issue and the agent resolving that issue. To aid the resolution process, both agents and customers can add request participants. Request participants are additional Jira Service Desk customers who can be included in the resolution process.
On this page:
Add other customers
Typically, you include other customers to ask them for more information or to update them about the issue. Request participants can add comments and attachments to a request, and receive the same notifications from Jira Service Desk as the reporter. Participants can see who else is involved in a request both on the customer portal and in email notifications. This makes it possible for them to work from their inbox. They can also add more participants, for example, other customers who may be experiencing the same issue and would like to be notified about the resolution.
Add request participants to an issue
- Navigate to an issue.
- In the People section of the issue, add users to the Request participants field. You can only add existing customers to the service desk issue, regardless of how you configure the request security settings.
If customers need to add participants via the customer portal, they can do so by selecting Share. Service desk administrators can enable or disable this functionality by going to Project settings > Request security.
Add request participants via email
When you create or respond to a request via email, you can add request participants by adding their email address in the TO or CC fields.
Who you can add as a request participant via email depends on how you configure the request security settings:
- If anyone can sign up for a customer account, then agents can add anyone as a request participant. If the person does not have an account in the service desk, then one is created for them.
- Customers can only add participants via email if the request security allows them to add participants to a request.
Remove participants from an issue
- Navigate to an issue.
- In the People involved section, click Remove under the participant's name.
Add internal users
As an example, you can involve other agents or Jira Software developers on an issue to analyze a bug that a customer has reported. To involve internal users, you can mention them in a comment or add them as a watcher. As watchers, they will be notified about the issue and can communicate any updates to you internally.
About request participants
Request participants receive an email notifying them that they have been added. All customers, including the reporter, appear in the People involved section of the request both to the customer on the customer portal and to internal users in Jira Service Desk.
Note that involving people in a request does not bypass issue-level security. If issue-level security (e.g. restricting an issue to only be viewable by the reporter) has been applied, participants may not be able to access their requests. Service desk administrators can refer to the instructions in Configuring Issue-level Security to revise or delete an existing issue security scheme.