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Bug
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Resolution: Fixed
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Low
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None
NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.
When a request is created, the customer (or requester) is added as a watcher to that request. This is not visible in the Customer Portal but visible in the Agent view as well as JIRA issue view.
The fact that customers cannot access JIRA suggests that they should not be added as a watcher, except there's a special, technical reason for that. Indeed, if an agent manually tries to add a customer as a watcher, this error is thrown which sounds logical:
A clearer picture of how this works is highly appreciated.
- is related to
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- Closed
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JSDCLOUD-823 Mail handler for JIRA SD does not support CC watchers
- Closed
- relates to
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- Closed
[JSDCLOUD-855] Should Service Desk customers be added as watchers?
Martyn Simpson
added a comment - My feeling with this is that it is sometimes necessary to add another customer to watch the request.
For example - Requester raises an issue which requires authorisation from another user. A JIRA SD Agent would then be able to add the person as a watcher and the watcher would be able to reply to the email and add comment.
While I appreciate this is starting to sounds like a JIRA user this is not cost effective. JIRA Users in my world are IT people. Manager X who has to authorise 1 issue a year should not require a JIRA license and subsequent training on how to use JIRA.
Martyn Simpson
added a comment - My feeling with this is that it is sometimes necessary to add another customer to watch the request.
For example - Requester raises an issue which requires authorisation from another user. A JIRA SD Agent would then be able to add the person as a watcher and the watcher would be able to reply to the email and add comment.
While I appreciate this is starting to sounds like a JIRA user this is not cost effective. JIRA Users in my world are IT people. Manager X who has to authorise 1 issue a year should not require a JIRA license and subsequent training on how to use JIRA.
This is a bug and has been fixed in 2.1-OD-04 and 2.1.
Because customers use the portal and do not have access to JIRA, they cannot be added as watchers of issues. Watching issues is a functionality that's only available to JIRA users, i.e. collaborators, agents and administrators, not customers of a service desk.