How to get help from non users

[Lindsay Siurna]

Hi, 

I'm currently setting up JIRA Service Desk for our organization.  We have a few workflows where we need to reach out for assistance from people in our organization who are not users.  Is there a way to do this within JIRA Service Desk or do I have to send them a separate email?  I thought about adding them as a request participant but I don't want the customer to see me reaching out to them.  How do people handle this?

Thanks, 

Lindsay

[Michael Kuhl {Appfire} · Accepted solution]

HI Lindsay - If those other people have Jira access then you can @mention them in a comment so that they get a notification.  Another way is to use the share button to share the issue with them via email.  For more detail check out this Atlassian page: Best Practices for Collaborating with teams in other Jira products.

[Lindsay Siurna]

Thanks for the quick reply!  

I just tried using the share option and it sent the SME an email but when they replied to the email, it didn't get automatically logged in JIRA.  Is it supposed to?

Lindsay

[Michael Kuhl {Appfire}]

Yes it is.  Make sure the SME has a jira account with the same email address and that the SME's Jira account has permission to comment in the Jira Service Desk project.

[Lindsay Siurna]

Thanks.  I had a look at the settings and my SME does not have permissions to add a comment.  I tried to give him permission but I don’t see the option…some of the options are adding a group or a single user or the assignee but I don’t see how to add a customer.  There is one option that says Service desk customer - portal access but this customer is already a member of that group.  It seems like there needs to be a permission to add a comment through email option but I don’t see that! 

Thanks again for your help.

Lindsay

[Michael Kuhl {Appfire}]

Lindsay - The SME needs to be a member of the group that has access to Jira as a standard user so that they can be a collaborator.  Being a service desk customer with portal access is not the same.

[Lindsay Siurna]

Thank you.