Can Public Comments be CC'd to an alias

[Jeff Bickart]

When adding a comment to the service desk, we would like the comments to go to our CRM. We can do this by CC'ing an alias. Can we CC an alias on all outbound emails?

[Ivan Tovbin]

Hi Jeff,

There are a couple of options here:

1) You can add your CRM email to 'Request participants'. This will ensure that every single notification which is sent when a public comment is added to an issue by either your customers or your agents will also be sent to that email. Request participants can be added either manually or automatically. For the latter you'll need Automation for Jira addon, since standard JSD automation can't populate this field.

2) Scripting. A scripted listener can be configured to trigger on 'issue commented event' and send a custom email to a provided address. This option requires an addon for scripting like Scriptrunner. Also, to write scripts one must have basic programming skills and knowledge of Jira APIs.

3) This option requires no 3rd party addons, but you'll need one JSD agent license. Create a user with your CRM email as user email. Give this user access to JSD (here comes the license). Configure your project notification scheme so that this user always recieves a notification whenever a comment is added to an issue.