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  1. Jira Service Management Data Center
  2. JSDSERVER-855

Should Service Desk customers be added as watchers?

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

      When a request is created, the customer (or requester) is added as a watcher to that request. This is not visible in the Customer Portal but visible in the Agent view as well as JIRA issue view.

      The fact that customers cannot access JIRA suggests that they should not be added as a watcher, except there's a special, technical reason for that. Indeed, if an agent manually tries to add a customer as a watcher, this error is thrown which sounds logical:

      A clearer picture of how this works is highly appreciated.

        1. watcher.png
          watcher.png
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            [JSDSERVER-855] Should Service Desk customers be added as watchers?

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2305183 ] New: JAC Bug Workflow v3 [ 3126035 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Owen made changes -
            Priority New: Low [ 4 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059120 ] New: JSD Bug Workflow v5 - TEMP [ 2305183 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056519 ] New: JSD Bug Workflow v5 [ 2059120 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956103 ] New: JSD Bug Workflow v5 - TEMP [ 2056519 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1614801 ] New: JSD Bug Workflow v5 [ 1956103 ]
            jonah (Inactive) made changes -
            Description Original: When a request is created, the customer (or requester) is added as a watcher to that request. This is not visible in the Customer Portal but visible in the Agent view as well as JIRA issue view.

            The fact that customers cannot access JIRA suggests that they should not be added as a watcher, except there's a special, technical reason for that. Indeed, if an agent manually tries to add a customer as a watcher, this error is thrown which sounds logical:
            !watcher.png|thumbnail!

            A clearer picture of how this works is highly appreciated.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-855].
              {panel}

            When a request is created, the customer (or requester) is added as a watcher to that request. This is not visible in the Customer Portal but visible in the Agent view as well as JIRA issue view.

            The fact that customers cannot access JIRA suggests that they should not be added as a watcher, except there's a special, technical reason for that. Indeed, if an agent manually tries to add a customer as a watcher, this error is thrown which sounds logical:
            !watcher.png|thumbnail!

            A clearer picture of how this works is highly appreciated.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-855 [ JSDCLOUD-855 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1602104 ] New: JSD Bug Workflow v4 [ 1614801 ]
            Marty (Inactive) made changes -
            Component/s New: API and Integrations [ 35993 ]
            Component/s Original: JIRA Integration [ 35890 ]

              Unassigned Unassigned
              vdung Andy Nguyen (Inactive)
              Affected customers:
              4 This affects my team
              Watchers:
              7 Start watching this issue

                Created:
                Updated:
                Resolved: