As a customer, view the participants in the request in the email

[Kevin Vancrutsen]

Hello,
I would like to know if it is possible for customers to see the participants in the request who are present when they receive an email (following a comment).

Thank you in advance for your answers.

[Marc - Devoteam · Accepted solution]

Hi @Kevin Vancrutsen 

As @Julien GOURDEL mention, this can be set in the main template and by default this is set in the template ootb

If you don't use the default customer notifications, but an automation rule, then this should be possible as well.

Then you could use the smart value, {{issue.Request Participants.displayName}} or {{triggerIssue.Request Participants.displayName}} depending on when the field value for Request Participants is set.

So if the value is already there when the rule is triggered ,you can use the 1st option if the value is set in the automation, then use the 2nd option

[Sebastian Krzewiński · Accepted solution]

Hi @Kevin Vancrutsen 

As I understand you want to achieve scenario that customer when will receive email from JSM need to see other participants in email, right? As I know this is not possible. You can only see participants in JSM portal when you viewing a ticket.

Regards,

Seba

[Julien GOURDEL]

Hi @Sebastian Krzewiński

Could it be achieved by adding the request participants to the email template in the project settings / Notifications / Customer notifications ?

Kind regards,

Julien

[Sebastian Krzewiński]

Yeap. I forgot about it. @Marc - Devoteam did a great explanation!

[Kevin Vancrutsen]

Thanks to you all, I now have my answer.

Regards,

Kevin