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  1. Jira Service Management Data Center
  2. JSDSERVER-2126

Unable to add a non-service-desk-customer as Participants

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Summary

      Trying to add a non-service-desk-customer into the participant list even though the Service Desk is public and Anyone can sign up for a customer account on my Customer Portal option is enabled

      Steps to Reproduce

      1. Raise a request into the Customer Portal
      2. Click on the +Add People button to add a participants
      3. Insert an email that has not been registered as Service Desk customer

      Expected Results

      Service Desk will send a notification email that the user should sign up to view the request in Service Desk Customer Portal

      Actual Results

      Could not find an account for user@email.com, or they cannot be added to this request

      message is shown, and the requested participant(s) not added

      Notes

      Is this a bug or expected behavior? If this is a Feature Request, then it's gonna be:

      As an agent or customer, I would like to add participants who is not already in the Service Desk Customer list

      Workaround

      Invite user first before adding them as participant

          Form Name

            [JSDSERVER-2126] Unable to add a non-service-desk-customer as Participants

            Matthew McMahon (Inactive) added a comment -

            This functionality has been added as part of the solution for JSD-1699

            With this version, in On Demand you can currently invite new users to the Service Desk and add as participants when public signup is enabled on the Service Desk.

            Matthew McMahon (Inactive) added a comment - This functionality has been added as part of the solution for JSD-1699 With this version, in On Demand you can currently invite new users to the Service Desk and add as participants when public signup is enabled on the Service Desk.

            Nga Lai (Inactive) added a comment -

            Hi dwatania@atlassian.com,

            This is a feature request. In an open portal, if you want to add a request participant, he/she should be existing user the system.

            You can have a look at the similar suggestion for request participant in https://jira.atlassian.com/browse/JSD-1593

            I would change it into a suggestion and PM team will work on that.

            Regards,
            Nga Lai
            Jira Service Desk Team

            Nga Lai (Inactive) added a comment - Hi dwatania@atlassian.com , This is a feature request. In an open portal, if you want to add a request participant, he/she should be existing user the system. You can have a look at the similar suggestion for request participant in https://jira.atlassian.com/browse/JSD-1593 I would change it into a suggestion and PM team will work on that. Regards, Nga Lai Jira Service Desk Team

              mmcmahon Matthew McMahon (Inactive)
              dwatania@atlassian.com Daniel Watania (Inactive)
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                Created:
                Updated:
                Resolved: