Picture a customer raising an IT request who wants to keep their manager in the loop. In the Jira Service Management portal, there is no way for them to do it — only an agent can add participants, from the agent view. So the customer emails support and asks, and an agent does it by hand.
Why it happens
The customer portal deliberately keeps a narrow surface. Participant management lives in the agent view, not the portal, so the person who actually knows who should be looped in has no control over it.
The usual workarounds
- Customers emailing support to add someone, creating a second touchpoint.
- Agents manually adding participants on every multi-stakeholder request.
- CC-ing people outside the ticket entirely, so updates fall out of JSM.
How Patcher fixes it
Patcher adds a participants control to the portal request view, so customers add or remove colleagues themselves. Everyone added gets the same notifications, with no agent round-trip. It runs on Atlassian Forge and toggles per project.