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To communicate with the Reporter and anyone in the Request Participant field, click on the "Reply to Customer" link. This will open a comment box and allow you to write and format the message.
Adding a Participant
The Request Participant field to a field to add additional users to view, comment on, and receive notifications about the ticket. This is the field to add additional customers to add value to the ticket, or just to follow along.
The users in the Request Participant field will receive the Customer Notifications like the Reporter.
Anyone CC'ed in an email that is sent to the project will be added as a Request Participant.
For more information about Request Participants, please see the Atlassian documentation: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/
Adding a Watcher
The Watcher field is reserved for licensed Jira project members, like Agents. Watchers will receive the standard Jira Internal notifications and edit the ticket per the permissions set within the project.
Create an Internal Note
Creating an internal note allows the team agents to communicate without impacting the Reporter or Request Participants. This means the Reporter or Request Participants will not see the note or receive any email about that note.
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