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  1. Jira Service Management Cloud
  2. JSDCLOUD-269

Allow customers to add other customers as request participants in the Customer Portal

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      As a result of JSD-62, customers will only be able to view and track their own requests using the Customer Portal.

      As a customer, you may need to bring in other individuals into the request, eg. an employee may want to CC their manager on a request for new hardware.

      The Customer Portal should allow the request creator to add in other customers as participants on a request. All participants on a request should be able to add comments/attachments to the request and should get email notification updates for customer-visible comments and status changes.

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        3. EASE Web Tech Service Desk View Customer Request Screen.jpg
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            [JSDCLOUD-269] Allow customers to add other customers as request participants in the Customer Portal

            lingbo (Inactive) added a comment -

            Hi Don,
            Yes, this is available both in Cloud and Server.

            Cheers,
            Lingbo

            lingbo (Inactive) added a comment - Hi Don, Yes, this is available both in Cloud and Server. Cloud documemtation: https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html Server 3.2: https://confluence.atlassian.com/servicedeskserver032/adding-request-participants-828800761.html Cheers, Lingbo

            Don Lorenzetti added a comment -

            Was this ever fixed? Confused as to if anything was done to allow customers to add Watchers or shares. This is critical functionality as managers and leaders who reporters line up to want to see and be informed when tickets are statused and resolved!!

            Thx,
            Don

            Don Lorenzetti added a comment - Was this ever fixed? Confused as to if anything was done to allow customers to add Watchers or shares. This is critical functionality as managers and leaders who reporters line up to want to see and be informed when tickets are statused and resolved!! Thx, Don

            Constantin Guay [NME] added a comment -

            Same problem here, I (admin) can see the share link on the client's view issue, but the client can't.

            Constantin Guay [NME] added a comment - Same problem here, I (admin) can see the share link on the client's view issue, but the client can't.

            Don Lorenzetti added a comment -

            Here a screenshot of the "view customer request" Screen. Again no Share option.

            Don Lorenzetti added a comment - Here a screenshot of the "view customer request" Screen. Again no Share option.

            Don Lorenzetti added a comment -

            Here is another Screenshot with the Menu open I do not see anyway to get into a "People" screen.

            Don Lorenzetti added a comment - Here is another Screenshot with the Menu open I do not see anyway to get into a "People" screen.

            Don Lorenzetti added a comment -

            I do not see this anywhere on the Screen in Service Desk?

            Is it somewhere else or on another Screen?

            Don Lorenzetti added a comment - I do not see this anywhere on the Screen in Service Desk? Is it somewhere else or on another Screen?

            lingbo (Inactive) added a comment - - edited

            don.lorenzetti1979050316, we recently updated the customer portal UI and it's now called Share. (Documentation is here: https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html)

            Here's an example of an Atlassian cloud instance :

            lingbo (Inactive) added a comment - - edited don.lorenzetti1979050316 , we recently updated the customer portal UI and it's now called Share . (Documentation is here: https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html ) Here's an example of an Atlassian cloud instance :

            Don Lorenzetti added a comment -

            Where exactly on the ticket screens is the Add People I have searched but cannot find it? Can you send me a screen shot showing were it is?

            Don Lorenzetti added a comment - Where exactly on the ticket screens is the Add People I have searched but cannot find it? Can you send me a screen shot showing were it is?

            Suzanne Seaton added a comment -

            @Baybars Kumbasar. This is fixed - to add a customer to an issue you select 'Add People' next to the request after it has been created. You may be more interested in JSD-270 which is currently in development.

            Suzanne Seaton added a comment - @Baybars Kumbasar. This is fixed - to add a customer to an issue you select 'Add People' next to the request after it has been created. You may be more interested in JSD-270 which is currently in development.

            Baybars Kumbasar added a comment -

            How come is this issue closed as fixed? Where is the explanation about how this is fixed?

            Baybars Kumbasar added a comment - How come is this issue closed as fixed? Where is the explanation about how this is fixed?

              llu lingbo (Inactive)
              shamid@atlassian.com shihab
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                Created:
                Updated:
                Resolved: