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  1. Jira Service Management Cloud
  2. JSDCLOUD-516

No way for customer to add a watcher to JIRA Service Desk tickets

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    • Icon: Suggestion Suggestion
    • Resolution: Duplicate
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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      There is no functionality provided to the user to add other users to a service desk ticket.

      Therefore if the customer goes on vacation or wants to keep his team in the loop on a service desk issue there is no way to do this.

            [JSDCLOUD-516] No way for customer to add a watcher to JIRA Service Desk tickets

            Michael Ruflin added a comment -

            Hi David and Jim,

            I'm closing this issue as a duplicate. Please vote on JSD-269 and/or JSD-270 instead.

            Regards,

            Michael

            Michael Ruflin added a comment - Hi David and Jim, I'm closing this issue as a duplicate. Please vote on JSD-269 and/or JSD-270 instead. Regards, Michael

            David Grierson added a comment -

            I'd agree with Jim.

            This is a defect not a "Suggestion" in that previously I could manage the watchers on support tickets held in JIRA as a customer - with the JIRA Service Desk I cannot do this and have to get the Service Desk agent to do it for me.

            The purpose of any Service Desk system should always be to reduce the cost to the business providing the Service Desk. If you have to have a Service Desk agent perform updates to end-user meta-data then the business will incur a cost which could have been eliminated.

            On top of that it causes frustration on the end-user's part which is bad for the business as well.

            David Grierson added a comment - I'd agree with Jim. This is a defect not a "Suggestion" in that previously I could manage the watchers on support tickets held in JIRA as a customer - with the JIRA Service Desk I cannot do this and have to get the Service Desk agent to do it for me. The purpose of any Service Desk system should always be to reduce the cost to the business providing the Service Desk. If you have to have a Service Desk agent perform updates to end-user meta-data then the business will incur a cost which could have been eliminated. On top of that it causes frustration on the end-user's part which is bad for the business as well.

            Jim Cork added a comment -

            This is a critical feature for a service desk. Apache Bloodhound allows multiple users to view and comment on tickets.

            I've implemented a fairly dirty hack to get this kind-of working, but it's not pretty at all.

            Jim Cork added a comment - This is a critical feature for a service desk. Apache Bloodhound allows multiple users to view and comment on tickets. I've implemented a fairly dirty hack to get this kind-of working, but it's not pretty at all.

              Unassigned Unassigned
              a940a07a235f David Grierson
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                Created:
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