Customers can’t add request participants from the portal
Let customers add colleagues to their own request, straight from the portal.
Request participants keep the right people in the loop — but in the stock portal only agents can add them. This is how to let customers do it themselves.
The symptom
A reporter opens their request in the customer portal and finds no way to add a manager or teammate. To keep someone informed, they have to email the service desk and ask an agent to add the person by hand.
Why Jira Service Management behaves this way
Jira Service Management exposes the participants control only in the agent view. The portal request view is intentionally minimal and was never given an add-participant action.
The manual workaround — and why it falls short
Agents add participants manually from the issue view every time a customer asks. It works, but it is a round-trip for every request, it is easy to forget, and customers never learn who is actually subscribed.
How Patcher fixes it
Patcher adds a Participants panel to the portal request view. Customers search the directory and add or remove colleagues themselves, and everyone added gets the same portal and email updates — no agent involvement.
Turn it on
- Install Patcher for Jira Service Management from the Atlassian Marketplace.
- Open Patcher › Patches from your Jira Service Management admin.
- Find Portal participants in the list and switch it on.
- Scope it to the projects you choose, then save — the fix is live immediately.