Adding request participants

Request participants are customers who watch requests. You might add request participants so they can provide more information about a request, or to notify them of a request's progress.

Add participants to a project

Request participants are customers and organizations who can view, comment, and receive notifications about the request. Participants receive the same notifications as the reporter, and can turn off notifications at any time.

To add participants to a project:

  1. From your service desk’s sidebar, go to Project settings > People, then select Add people.

  2. Enter the participant's email address, choose their role type, then select add.


Request participants follow issue-level security schemes. For example, if an administrator customizes requests so that only reporters can view them, then request participants won't be able to view the request. Administrators can refer to the instructions in Configuring issue-level security to update the issue security scheme.

Add participants to an issue

Both agents and customers can add and remove request participants. Requests participants can only be added if they have access to the project. Change your customer permissions to set who can access your service desk project.

  1. To add a participant to a request:

    1. From your service desk’s sidebar, go to Queues.

    2. Open the request, select the Request Participant field.

    3. Enter the participant's details, then click the tick.

    When you add a request participant, they receive an email notifying them that they are participating in the request, depending on the projects notification settings.

tip/resting Created with Sketch.

We're rolling out a new issue view for Jira Service Desk, with one consistent screen to view and edit requests. It looks a little different and some procedures have changed slightly, so take a look at our info page to see what's new and get the latest updates.

Add participants in the portal

Agents and customers can add participants from the portal. If a customer is in an organization, they can share the request when they raise it. By default, the request is shared with the customer's organization unless they select Private request.

If the customer is in more than one organization, the request is private by default.

  1. Agents - from your service desk’s sidebar, go to Raise a request.

Customers - access your portal from your provided link.

2. Create a request, select Send.

3. Select Share from the panel, then enter the name, email address, or organization in the Share this request field.

4. Select Share.

Participants will receive an email notifying them that they are participating in the request depending on the project notification settings. The participants will appear under the Shared with section in the request.


Add participants through email 

Customers in an organization, can share requests when they raise them. By default, the request is shared with the customer's organization unless they select Private request.

For customers who are in more than one organization, the request is private by default.

To add participants through email:

  1. To create a request from your email client, add the participant's email address to either the TO or CC fields.

The participant will receive an email notification that you added them depending on the project notification settings.


Add watchers

Agents can involve other agents or Jira users to get help with an issue. For example, you might want Jira Software developers to help analyze a bug that a customer has reported.

To involve your service desk team, add them as watchers:

  1. From your service desk’s sidebar, go to Queues.

  2. Open the request, select the {eye} to watch.

  3. To add others to the request select +Add watchers.

Watchers are notified about internal activity on an issue, and can communicate with you via internal comments. 

Last modified on Apr 5, 2019

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