How to notify all customer contacts in an Organisation

[simon white]

Hi All,

We have just recently moved to Jira Cloud and have an issue where we want all the contacts (associated with an organisation) to be notified when a) a new ticket is created and b) on every update.

At present it seems that a contact gets the initial email on creation but not the updates, unless theey manually Open-In to get notifications for that ticket.

Is there any options or automation possible to that the contacts get notification automatically for all the tickets (new & updates) aainst their organisation?

Thank you

Simon

[Dan Breyen]

Hi @simon white welcome to the community! Have your administrator (or you if that's your role) check in your Product Settings (Gear / Products) then under Jira Service Management select configuration.  There's a setting under 'Should new requests automatically be shared with a customer's organization').  It sounds like you want that set to 'Yes'.  

A screen shot is included in this community article: auto share 

As I understand it, that makes everyone in the organization a watcher, so they would be getting updates as well.  Check it out, and see if that will work for you.

Hope that helps.