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  1. Jira Service Management Data Center
  2. JSDSERVER-5320

In Portal clients get "Failed to update request participants field, errors:"

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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.

      Occasionally our customers get the error:

      Failed to update request participants field, errors:

      when trying to Share a ticket with their colleagues via the Customer Portal.

      Sometimes I, as an Agent, see the same error when I try to Share from the portal, and sometimes I can Share from the portal even though the client cannot.
      I can always add the user from the Agent View to the Request Participants field.

      Looking at the atlassian-jira.log there are no obvious related logs, but I can supply a log if that would be helpful.

      I have reviewed
      JSDSERVER-1786
      JSDSERVER-3733
      JSDSERVER-5112
      and
      https://confluence.atlassian.com/jirakb/customers-are-unable-to-add-participants-to-a-service-desk-request-777027039.html
      but these are not related base on the reproduction and work arounds.

      Reproduction steps:
      1. Customer creates ticket
      2. Right away try to Share with other user (ticket has not yet been assigned or touched in any way by our agents)
      3. Get the error seen in the screen shot attached

      This is really a bug but the system only lets me submit suggestions, so I suggest you fix this bug.

        1. image-2017-08-10-11-30-04-427.png
          image-2017-08-10-11-30-04-427.png
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            [JSDSERVER-5320] In Portal clients get "Failed to update request participants field, errors:"

            Ishwinder Kaur added a comment - - edited
            Atlassian Update - 03 March 2025

            Hello,

            Thank you for submitting this suggestion. We appreciate you taking the time to share your ideas for improving our products, as many features and functions come from valued customers such as yourself.

            Atlassian is committed to enhancing the security and compliance of our Data Center products, with an emphasis on sustainable scalability and improving the product experience for both administrators and end-users. We periodically review older suggestions to ensure we're focusing on the most relevant feedback. This suggestion has had very low engagement over the past four years, with no new watchers, votes, or comments. As a result, we're closing it for now.

            We understand that this suggestion might still be important to you. If you'd like to provide additional context or information about why it remains relevant, please contact our Technical Support team for assistance. We'll be happy to review your feedback.

            You can read more about our approach to highly voted suggestions here and how we prioritize what to implement here.

            To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and our dashboards, which contain recently resolved issues, current work, and future plans.

            Kind regards,
            Jira Service Management Data Center

            Ishwinder Kaur added a comment - - edited Atlassian Update - 03 March 2025 Hello, Thank you for submitting this suggestion. We appreciate you taking the time to share your ideas for improving our products, as many features and functions come from valued customers such as yourself. Atlassian is committed to enhancing the security and compliance of our Data Center products, with an emphasis on sustainable scalability and improving the product experience for both administrators and end-users. We periodically review older suggestions to ensure we're focusing on the most relevant feedback. This suggestion has had very low engagement over the past four years, with no new watchers, votes, or comments. As a result, we're closing it for now. We understand that this suggestion might still be important to you. If you'd like to provide additional context or information about why it remains relevant, please contact our Technical Support team for assistance. We'll be happy to review your feedback. You can read more about our approach to highly voted suggestions here and how we prioritize what to implement here. To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and our dashboards, which contain recently resolved issues , current work, and future plans. Kind regards, Jira Service Management Data Center

              Unassigned Unassigned
              ab0a2b3627cc Sherryl Radbil
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                Created:
                Updated:
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