Below is the process for using requested participants to give access to the request to external departments. There are many use cases for requested participants. This article is focused on service desk team members sharing issues across departments.
Using requested participants is a great way to provide access to external service desks when you need their help on an issue. If the request was sent in by mistake, then please go to the Moving issues to a different service desk article.
Requested participants to share issue
This option is for when a service desk request has been submitted and your department is responsible for closing the issue. However, you need input and/or a task to be completed by a different department in order to resolve this request. This may occur for a variety of reasons. If you are unsure please contact your supervisor.
Open the issue on your screen.
On the right Details panel there will be a field, Requested participants. If you do not see the field, it may be under the More fields section.
Click in the requested participants field and enter in the name of the SSD staff member you need to share this with.
The account that you selected, will receive an email stating they have been added to the issue.
Now the participant will be included in notifications, may reply to the email notifications, and/or access the ticket through the customer portal.
