Why does a request participant cannot access a ticket?

[Katrin]

We are using Jira Cloud and would like an expert to be able to add a comment to a specific request. I therefore added her to the ticket as a Request Participant but she is not allowed to open the request. I checked issue-level security settings but there are none provided for my project. What could be the issue here?

[Jack Brickey · Accepted solution]

Request participants are used for Customer (portal/email only access). If the person is a JSW licensed user you can ensure they are in a role/group that has browse and comment permissions. You can then add them as a "Watcher" which will allow them to access the issue from w/in the application. Regardless, if they are a Request Participant they should be able to view the issue in the portal and make comments.

[Katrin]

Thanky you Jack, actually we had an issue with a duplicated entry preventing my colleague from accessing the request. Once we resolved this issue, she was able to edit the request via the portal :)

[Murtuza Singapur]

Hi @Katrin

Hope you are doing well.

The ticket raised is by a service desk team member and want to add watcher from service desk customer team, how do we do that and also why cant we @name  the requested participants, can you help me with that?

Thanks

[Katrin]

Hi @Murtuza Singapur ,

hm, I don't know why @name should not work in the field "add watcher". For us, all service desk team members and all people registered in the portal by opening a ticket can be selcted from the list... Maybe some configuration issue?

Od do I misunderstand your use case here?