How can I grant a user customer permissions to a ticket?

[Richard Saffell]

Is it possible to add a specific user to a ticket/issue so that they can see and update the ticket as a customer?  I'm hoping that by doing this we can add people to a ticket so that they can receive the notifications and reply to add info to the ticket.  I tried adding the person as a watcher, but it said they don't have permissions to the ticket so they can't watch it.

[Sebastian Domanski · Accepted solution]

Check the 'Requested Particupants' option in your ticket - you can assign there another Customer account to the same case and they can then respond, see comments, etc. via customer portal.

[Richard Saffell]

Yes, that does seem to work -- the weird part is that I had thought that I had read somewhere that the Participants were for Internal people only since they could see Internal (private) comments. However, after your answer I tested this myself and I was not able to see an Internal comment, so this would work fine. Thanks.

[Sebastian Domanski]

Happy to hear that it works for you. As for internal comments - it is a Collaborator role (set via People > Collaborator). Then your Jira user (e.g. your developer) can see the ticket with all responses, but any response provided by him will be only visible to your team, not to Customer.