Hi @Douglas Mort & @Christopher Smith

Thanks a lot for your input!

Kind Regards,

Bojana

Currently the ticket tracking the suggestion to add/fix this feature for Jira Service Desk Cloud is in the status of "Gathering Interest".
This ticket is for Jira Service Desk Server and NOT for Jira Service Desk Cloud.
This ticket is currently listed as resolved and the ticket is closed.
If you have an interest in this being addressed for Jira Service Desk Cloud please add your vote to that ticket.

https://jira.atlassian.com/browse/JSDCLOUD-1511

Thank you,

Doug

https://jira.atlassian.com/browse/JSDCLOUD-1511 this is the request

Hi,
We are on cloud and this is not available - why?

Many thanks!

good shout thank you  gives me an excuse to upgrade

JIRA Service Desk Application v4.5.4

Christopher-

This change is only active on JSD 4.8 and above, which explains why you can't add it since you're running 4.5 (I assume you meant JSD instead of Jira since this is only found in Jira Service Desk).

Hi Guys

i Cannot added this field to a request type in Server 8.5 does not show as an option in the field list even though

Request participants is added to that Issue type screen

Hi Joe,

It hasn't been released for Jira Cloud. Please watch this one for the Cloud version: https://jira.atlassian.com/browse/JSDCLOUD-1511.

We use the cloud version of Jira Service Desk, and I don't see the option to add request participants to the customer portal.  Has this been released for Jira Cloud?

Hi rafael.corredor 

When will this fix be deployed?

Very good news!!!

• Status:WAITING FOR RELEASE 

• Version/s:  4.8.0

Thank you

This is requirement in our organization, Hope you get this feature added

@jordon

You can add a post function using JMWE to add account ID at the point of issue creation.

A native functionality would be better as all Additional Scripts which must be maintained after Updates/Bugfixes via Plugins or Atlassian itself.

There IS a workaround...

• Create a custom field called Additional Customers
• add the field to your request types forms
• use JMWE in a post function in your workflow to copy the users in Additional Customers to the Request Participant field.

We have this working in all of our Jira service desk projects and works well.  But yes, i'd prefer the native functionality.

Can somebody advise which table stores the request participant?

I am in the need to add the same participant to all the issues created in one project.

I am just thinking about adding simple trigger on the jiraissue table to do that. 

let's face it...over 4 years not fixing an obvious bug...they don't give a f... about this product

Has this ever been implemented?

No coherent thinking.
Incoming email handler will create new participants from mail CC... Plus allow existing customers recieve notifications upon issue creation.

Via the portal you have neither of these features!

Incredibly baffling that this is not already a built-in feature. It's also very said that most of us are probably not surprised at the fact that Atlassian has ignored this ticket for several years.

@samer.ighneim +1

@samer.ighneim +1

It is really disappointing why the needed features you make them unavailable, it means to us that you are as money dogs and all your purpose is selling the paid serveries from your marketplace to make extra money. 
Many other alternative service desks have this stupid feature enabled. You yourself use it while opening ticket to your team.
Why should we vote and expose our privacy names and put more pain in the head to get such features, such behaviors from Jira makes is bad service and making us thinking to leave already

oh god why

Please add ASAP. Why would something like that be even unavailable...

We have the same request on our side, Please add this feature.

Carol, can you please elaborate on where the setting is in the Extension App? We use it for some reasons and we want to find out how to use it also for this. 

I know installing a paid plugin isn't a solution as this should be a feature built into JSD out of the box. But if you already have the Extension for JIRA Service Desk Plugin/AddOn/App installed for other reasons, just wanted to make sure folks knew that it also has this capability. I know our team had it installed to cover another use case and were excited when we found that it covered this use case as well.

We have the same request on our side, Please add this feature.

300 votes for this in 3 years, and no word from Atlassian yet on this most OBVIOUS request! How hard can it be to simply allow the field to show up at request creation?

add please

We created and are using a custom field named Participant(s) of type Request Participants (from the version 4.1.9 of the Deviniti Service Desk Extension add-on) that we add on all request screens.

Use Request Participants Custom Field to add participants on creation screen both in Jira and in Jira Service Desk and it populates the issue Request Participants JSD field.

We need this functionality.  Having to edit a ticket after creation just to add Request Participants that should have been notified when the ticket was created, is just adding extra steps.  There is no reason that we shouldn't be able to use that field just like any other fields.

We have end users requesting this fix as well. Please implement asap. Thanks, Zans

Hi Team,

I believe this is a fairly easy request to implement. We'd like to know the reason you are not considering this yet.

Upvoting.

Thanks - Alok

This request seems such an obvious one, I'm amazed it has never been added before.

I see the request is 3 years old so no chance of it being added anytime soon then

ooh yeah that works fine for me as we only have internal users (non public). I needed an addon called JMWE to add the custom workflow action "copy value from field to field".

And FYI to other Jira noobs, the edit button on the workflow doesnt actually allow you to see post functions. have to go in like Workflows -> "waiting for support" -> click "create issue" -> then you can see the post functions tab... took me a while to find! as the edit button on the transition does not have post functions, you gotta drill down as above. I tested this and it does work.

Doesnt work if the user hasnt been created. Ideally, you can add email addresses to the field. It should work like it does with the email handler, ie if you email in to your support email, and CC a bunch of people, Jira creates users for all CC emails if they dont exist and adds them to the request participant.

I’m not sure why they dont suppoet this exaxt same action via the create ticket form.

Got a possible workaround for this. I create a new field "Info to" (Multi User Picker) and add it to the "Create Screen". In the workflow i add a postfuction in the "Create" transition. This postfuction called "Copy Value From Other Field". So I copy the value from "Info to" to the Request Participant field. It works well, but, as I said, it´s just a workaround.

oh bloody hell, you cant do this either? i am going to take the suggestion and copy the watchers field to the request participants field programmatically on creation, but my god... i spent a good hour trying to see why this field didn't appear even though it should have before searching the forums..

This is a must have for efficient and effective customer notifications at the time an issue is created. At present this requires double handling by the Service Desk to add issue participants once the issue ticket has been raised!

Must have!

Voted for this Ticket. a must have field on Create Screen.

This is a must have.  Atlassian please fix, two years is too long to wait!!

Just wondering if this will get added soon? It would be ideal if our users could tag their managers at the time of ticket creation. 

The compatibility problem seems resolved with Extension for JIRA Service Desk but the Request Participant field doesn't show up via the Zapier API.  
Zapier is given all fields that are shown on the create screen EXCEPT the Request Participant fields from Ext. for JSD.  Odd. 

The problem is: Version 4.3 is compatible with JIRA Server 7.2.0 - 7.3.6

Hi,

from version 4.3 of plugin Extension for JIRA Service Desk there is Request Participants Custom field and it edits request participants of issue. You can use it on create, edit and transition screen also on creation screen on customer portal. Here you can find more information: https://intenso.atlassian.net/wiki/display/SPFJSD/Request+Participants+Custom+field

Edit:

There is also on marketplace version 4.1.9 for JIRA 7.1.x and JIRA Service Desk 3.1.x

Best Regards

When adding a reporter for a new email address (as name; it's a lookup field) via the API, it returns a cannot find user. It would be nice to be able to then specify the requestedParticipant so that they get all the welcome messages and can still appear on the issue.

I have a form from a website that creates a request in Service Desk. When they enter their email, I would like them to be able to add to their existing issues, or have the option to get the notification email as a participant would.

This used to work for reported before, they would get the welcome email, but they seem to have changed that behavior.

I added the Request Partipants field to the Create screen, but don't see it there and cannot set via the API

Ticket sharing within a customer firm is service desk's weakest point

we need it too. Weird thats its not possible

Adding my name to the list of people wanting this feature.  We would like to be able to add this so that Managers are CC'd in at the creation stage, not having to go back later and "share" it

It would be nice to be able to see what improvements Atlassian is making to the product. It seriously feels like there are very few developers working on these products anymore.

Yes, exactly.  You'd think that a key goal of a modern workflow software is to keep you and your customers as far away from email as possible. Alas it fails miserably due to this missing key (yet quite simple) feature.

It would be nice to see Atlassian take this a little more seriously...

I agree with @Renaud Jouchter, "Request Participants" should be an optional field on the customer portal.

Another option would be to publish an API for creating service desk tickets so your customers could implement the portal themselves.

@bpeikes That already works...then someone can go in and edit all the other fields which don't get data from email. And we can question why bother with Service Desk at all, let's just use email.

@roymeo - I would love to see this feature as well, but as a work around for you, you could enable the ability to open tickets via email. Once this is set up, someone can open a ticket and add request participants by sending an email to your Service Desk processing address and add the partner manager on the CC: list. That should automatically add anyone on the CC: list as a Request Participant.

I just arrived here trying to figure out how to allow our customers to include our partner manager for their account on the case. 

We have Service Desk because we thought it would be SO MUCH easier to be able to deal with JIRA Issues rather than email.  But without the ability to include their partner manager, our customers must now use both the JIRA Service Desk AND send an email.  Or have a proactive partner manager wasting their time looking at all isuses.  Or have a Service Desk Agent that is clever enough to catch it and include them.

That means there's really one necessary action to get an issue addressed and it doesn't involve JIRA Service Desk.

Honestly, I cannot understand why this feature has not been implemented by now?
It is an absolute MUST HAVE to provide an adequate support for customers. The issue was created over 1,5 years ago but nothing happened since then.