When creating Service Desk requests for customers, setting them as reporters, customer is not notified and can’t be added as watcher

Customers can create requests via the Service Desk Portal, which then generates as issue. However, when an agent or anyone with ‘Edit issues’ permission creates the issue for the customer and then sets the customer as reporter, the customer is not notified and cannot be added as watcher to the issue.

Whenever is attempted to add the customer as watcher in this situation, this error is shown:

It reads: “The user <user> does not have permission to view this issue. This user will not be added to the watch list.

Steps to reproduce

• Have JIRA and new Service Desk pricing 2.0
• Create a Service Desk customer
• Create an issue with a user that can edit the issues and access the project (for example, the admin)
  • To reproduce the bug, this issue can be created both click 'Create issue' in JIRA or in Service Desk Portal, but not by the customer him/herself.
• Set the customer as the reporter (either on creation or after creating)
• The user is not notified for the creation of the issue or any progress
• Try to add the customer as a watcher to the issue
• The error will occur

Workarounds

• No workarounds available yet.