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Sometimes clients need the ability to share the content of a ticket with another member of their, or another, organization. There are the 2 methods of doing so, based on the client’s communication method. |
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Navigate to the ticket opened via portal:
ex.
https://cisecurity.atlassian.net/servicedesk/customer/portal/15/SUPPORT-####
On the right there are several options, navigate to the ‘Shared With’ rubric
Click
+ShareAdd the email[s] of other the participants you would like to have access to the ticket. Please be reasonable with the number of requested participants.
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Adding multiple users to the email category when opening the ticket will lead to no one getting the ticketticket’s responses. |
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To verify participants have been added, please make a comment within the ticket and the CIS Product Support Triage person will verify which users have, or have not, been associated with the ticket.
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Sometimes clients choose to communicate exclsuivly over email or do not wish to make a Jira account in order to track tickets. In these instances it’s a little more work to get a participant added as the requested participant must already have an account in service desk [i.e. they have previously opened any kind of Support ticket]. If they have not::
The reporter/ client who opened the ticket will need to ask in the body of the ticket to have a participant added to the ticket and provide the email[s] for this/ these user[s].
Has the requested user previously opened a ticket?
This means the desired user is already in our system and we can easily add the desired participant to the ticket!
The requested user has not previously opened a ticket.
The client who opened the original ticket must ask the desired participant to open a ticket themselves.
We generally ask that the requested participant open a ticket and simply state “please add me as a participant to support ticket ##### opened by whomever, for whatever topic.”
Once the CIS Product Support Specialist handling your ticket opens the ‘add participant’ ticket they will add participant and upon success all added end-users will be able to track the process/ participate.
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