When a customer raises a request in a service desk, anyone with access to the issue detailing the request can add them as a request participant. Choose customer permissions for your service desk and Jira site to set who can access your service desk project.
To add a request participant to an issue:
From your service desk project, go to Queues.
Select an issue.
Select the Request Participants field.
Enter the participant's details, then click the tick.
When you add a request participant, they receive an email notifying them that they are participating in the request, depending on how you set up service desk notifications.
We're rolling out a new issue view for Jira Service Desk, with one consistent screen to view and edit requests. It looks a little different and some procedures have changed slightly, so take a look at our info page to see what's new and get the latest updates.
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