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

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

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

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

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

Is it somewhere else or on another Screen?

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 :

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?

@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.

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

There should be several levels within one customer. e.g. an international company operating in countries X, Y, Z. Customer's support staff should see each other's requests within country's limits. However, customer's support manager from HQ should see all requests of that customer from all countries.

I guess this ties in with JSD-360 and JSD-270.

Not able to see worklog creator(user who logged work), after exporting issues in excel.
Please suggest how can make worklog creator name and date visible after exporting issues in excel.
Thanks.

reply to:
farahath.bujaruk@extentor.com

Everyone on here should go and watch/vote for JSD-1593 - "Create new customer accounts using the CC field in email requests".

@Molly Park: Yes, exactly. It's not very user-friendly. Fingers crossed they introduce this feature full swing in the future or we most likely will not proceed with the product

Thanks Luca, good to know when thinking through adding this. Our custoemrs would assume if they saw a Cc field the other user would get it without logging in.

Whilst Juan's suggestion is great - it still doesn't solve the issue of not being able to add CC'd people who DON'T have an account in JIRA/Service Desk. In order to CC / add participants. They still need to have an account - meaning they need to go and create an account and click the link in the confirmation email and such. Not ideal.

Thank you! so helpful

Your understanding is correct as far as my experience goes. I was not able to add the Request Participant field to the Customer Portal when a customer is creating a ticket. That's why I added my own Cc field. My Cc field is of type User Picker (multiple users). As you stated, I "map" my Cc field to the participant field by copying the contents of the Cc field in a post function of the Create transition.

Ok so if I'm understanding correctly there is no participant or email field to choose from to add to the request form the customer sees but I can add a custom short text field that can be mapped to the participant field through workflow of create an issue screens?

I added a Cc field in my customer portal. This way, a customer can specify who the request participants are while creating a ticket. During the Create transition of the workflow, I then copy the values of the Cc field to the Request Participant fields. Customers can still specify other Request Participants after the ticket is created by adding them directly to the Request Participants field.

I'm only seeing the option for customers to add participants once the ticket is submitted within the "My Requests" page when viewing an open issue. Can anyone tell me if there is a way to add participant or email to the customer request form in addition to the ability from the My Requests page within Service Desk?
Thanks

+1 for Luca's comment - we also need to have the ability to have ticket responses act like regular email and cc individuals. We are currently spending a tremendous amount of time working both in JIRA and in email to keep all parties up to date.

+1 for Luca's comment.

FYI Pieter Claeys: just realized that version 2.3 is already released. Upgraded and the participants feature working nicely.

Thanks Atlassian guys!

Hi, I have noticed in your documentation that using Jira Cloud, customers can add other participants on their own. This is brought by the 'OnDemand' version 2.3 of service desk. My company is using the server version, which only has 2.2 - and so I'm eagerly awaiting JSD-269 to arrive.
What is the more-or-less expected release date of service desk 2.3 Server edition? End of Feb 2015? March? April?

+1 for Luca's comment.

+1 for Luca's comment.

I believe the idea is that CC'ing someone will turn that person into a Request Participant. If they are new to the Service Desk (don't have an account), I expect they would get an invitation. That would allow that Participant to view the portal and see the request in the portal.

That said, like Luca, it's critical for our adoption of JIRA Service Desk that if the CC'd person does not ever set up their portal password, they still receive all the emails about the request and they can still participate by email-only.

I would like to add something to this:

What concerns me about this is that this all seems to be focused around the concept of a user being able to 'participate' or be cc'd in somehow, but it looks like they will need to have an account in JIRA to be able to be included in the ticket. Ideally what we need from this, is this:

For a user to email our Service Desk with say, their manager cc'd in.
Email raises ticket
There is a 'cc' field or something similar in the ticket which displays the people cc'd in.
That manager can then respond to the email without having to have anything to do with Service Desk whatsoever, and it update the ticket.
Agent responses are sent to reporter and all cc'd in people.
Agent AND Customer can edit cc'd people.

Essentially, we want this to behave just like email would. Many of our customers use email only and are unlikely to go anywhere near the portal. Service Desk is heavily focused around the customer portal, which is fine, but email still needs more consideration I think.

The inability for our customers to cc in other people to emails sent and received from Service Desk is the only thing that's currently holding us back from the deploying it to the company. Everything else is set up and ready to go. Since 75% of our tickets in Zendesk currently have cc'd people in them, we cannot deploy it and then wait for that feature to be added.

Cheers!
Luca

ben.bowen, sorry for the late reply! You can find documentation on permissions here: https://confluence.atlassian.com/display/Cloud/JIRA+Service+Desk+permissions. We are missing the specific information that describes the issue-level security setting though. We'll work on adding it to the section. Let me know if you think of other topics to add. – Cheers, Lingbo

Working great so far! 2.2 that is.

Great news, Oliver, many thanks.

In reply to Ben Bowen, participants should be able to see requests they have been added to in "My Requests" and access them on the Customer Portal. Participants won't be able to see requests if they aren't a customer on the service desk or the request is being hidden by issue-level security. This functionality is already available for Cloud customers and in JSD version 2.2.0 for Server customers.

Thanks, Oliver. Is there documentation that details the permissions used by SD and potential issues such as this? When enabling a SD the user is prompted to update the permission scheme, which I did. I have not otherwise changed the permission scheme so do not know what potential conflict might exist and I cannot find any documentation on it.

Thanks Oliver!

Hi everyone,

I am pleased to announce that this feature will be available in an upcoming major release for JIRA Server customers and is already available to Cloud customers as jeff.hoover mentioned here https://confluence.atlassian.com/display/Cloud/2015/01/16/Upcoming+Atlassian+Cloud+Upgrade+for+week+starting+18+January+2015.

In reply to ben.bowen, participants should be able to see requests they have been added to in "My Requests" and access them on the Customer Portal. Participants won't be able to see requests if they aren't a customer on the service desk or the request is being hidden by issue-level security. This functionality is already available for Cloud customers and in JSD version 2.2.0 for Server customers.

No need to create a suggestion apechnikov1, we are already working on allowing customers to add participants via CC with emails .

Regards,
Oliver Wessels
Service Desk Team

Hello, Atlassian.
It would be great if SD mail handler could add email's CC field as request participiant both on create and comment events.
I can create a sugestion if there's a need in it.

The Release Notes for SD 2.2.0 state a similar feature is already available (Jira users can add the participants), but it seems not to work well. The users can be added, but they seem to have no way to access the ticket they are accessing. Is the feature in this ticket, targeted for v2.3, meant to resolve issues in the v2.2 or is it only a feature extension to allow customers to add other customers?

When this feature will be available on SD server version?

Looks like this is finally rolling out this week (to on-demand at least):

https://confluence.atlassian.com/display/Cloud/2015/01/16/Upcoming+Atlassian+Cloud+Upgrade+for+week+starting+18+January+2015

THis is highly in demand by the users my my org. Please confirm the release timeline

@Paolo Cortella

How can we test the partly released version in the cloud??

Lingbo, it is very exciting that this is already in Cloud. Thanks for keeping us in the loop!

If I well understood, this functionality is ongoing and partly released in the cloud environment. When it will be available in the server version?

We would very much like this feature.

Is there an ETA yet for this?? We need this asap since more and more customers are requesting this.

When is this comig ? it's very important for us

When is this coming to JIRA server version?

Hi sthiel, the field will only be added to service desk projects.

Will this also be added to all projects or will this only be for Service Desk?

Great to see the first stage in the process Lingbo, looking forward to this feature developing and hopefully a easy way to identify a customer's company (account)...

Hi everyone,

We released the first step of this feature to Atlassian OnDemand yesterday (Dec. 8) and agents can now add participants with a new field called Request participants. Details can be found here: upgrade details . We will continue the work on this. Stay tuned! – Cheers, Lingbo

I think we must wait until the SD 2.2 release

Great, now what about for users who are not using on demand?

Take a look at the latest latest OnDemand release notes.

Hi Knut,

We are in the same situation, migrating from RT. We typically average about 350 - 400 RT's a month. The JIRA Service Desk development team was nice enough to reach out to us because of our interest in this as well. We had a conference call with them and discussed our scenarios and looked at their proposed solution, which looked great. We are holding off on our migration, for now, until they release this to avoid having to set up issue level security and a custom "CC" field. If the development takes too long, we may migrate without it. Now we just need "Take" links on the queue screen