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  1. Jira Service Management Data Center
  2. JSDSERVER-2404

Can't add a JIRA user as watcher unless user is a Service Desk user

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      While an Agent is working on a case, many times it's necessary to add an existing JIRA user as an extra pair of eyes or also to refer the case to. Current behavior is that unless this JIRA user is also a Service Desk user, the user cannot be added as a watcher. This severely limits the path to resolution since now this JIRA user needs a Service Desk account with right privilege.

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            [JSDSERVER-2404] Can't add a JIRA user as watcher unless user is a Service Desk user

            Adrian Wedd added a comment -

             I've just run into this bug. Our project permissions allow Service Desk Customers to browse the project yet I can't add customers as watchers.

            Adrian Wedd added a comment -  I've just run into this bug. Our project permissions allow Service Desk Customers to browse the project yet I can't add customers as watchers.

            Matthew McMahon (Inactive) added a comment -

            Hi Salil

            If the JIRA users have Browse Project permission, or are specifically added as Collaborators to the project (can see this under People tab), then they should already be regarded as Customers of the Service Desk.

            If the requirement is that they can see the JIRA issue view of the ticket, this should be enough to then add them as Request Participants (or Watchers)

            Regards
            Matt

            Matthew McMahon (Inactive) added a comment - Hi Salil If the JIRA users have Browse Project permission, or are specifically added as Collaborators to the project (can see this under People tab), then they should already be regarded as Customers of the Service Desk. If the requirement is that they can see the JIRA issue view of the ticket, this should be enough to then add them as Request Participants (or Watchers) Regards Matt

            Salil Deshpande added a comment -

            Hi Matt,
            thanks for getting back to me. I'm referring to Service Desk Request participant feature from the JIRA view of the Service Desk project (& not from Customer Portal).
            Good info though...thx much

            Regards
            Salil.

            Salil Deshpande added a comment - Hi Matt, thanks for getting back to me. I'm referring to Service Desk Request participant feature from the JIRA view of the Service Desk project (& not from Customer Portal). Good info though...thx much Regards Salil.

            Matthew McMahon (Inactive) added a comment -

            Hi salil.deshpande708776217

            May I ask if you are referring to the Service Desk Request Participants feature, or the JIRA Watcher feature?

            If it is the JIRA watcher feature, then anyone with JIRA Use permission should be possible to set, and they will be treated as a Collaborator.

            However for the Request Participants feature, then yes, the person being added as a participant must also be a customer of the Service Desk so that they can view the issues in the portal.

            If using Request Participants, the service desk can either be marked as open for everyone to see, or the user can be added as a customer by entering their email address.

            The difference between a Watcher and Request Participant is the notifications that they will receive, and whether they can see the issue in the portal or not.

            Please let me know if this does not fully answer your question.

            Regards
            Matt
            JIRA Service Desk developer

            Matthew McMahon (Inactive) added a comment - Hi salil.deshpande708776217 May I ask if you are referring to the Service Desk Request Participants feature, or the JIRA Watcher feature? If it is the JIRA watcher feature, then anyone with JIRA Use permission should be possible to set, and they will be treated as a Collaborator. However for the Request Participants feature, then yes, the person being added as a participant must also be a customer of the Service Desk so that they can view the issues in the portal. If using Request Participants, the service desk can either be marked as open for everyone to see, or the user can be added as a customer by entering their email address. The difference between a Watcher and Request Participant is the notifications that they will receive, and whether they can see the issue in the portal or not. Please let me know if this does not fully answer your question. Regards Matt JIRA Service Desk developer

              Unassigned Unassigned
              549026a3a71b Salil Deshpande
              Affected customers:
              1 This affects my team
              Watchers:
              3 Start watching this issue

                Created:
                Updated:
                Resolved: