How to to simulate a CC-style email

[Lucie LEVAVASSEUR]

Hi everyone,

In Jira Cloud Service Management, I’m using the Request Participants field to add users to tickets. The issue is: when participants receive email notifications, the emails look like standard issue updates — they don’t indicate that the user is just CC’d.

I’m looking for a way to:

• Make it clear in the email that they are “CC’d” on the request.

• Preserve notification behavior for participants.

Thanks in advance,

Lucie

[Melbrin NGOUILOU]

Hi ! To achieve this, you need to use automation with the standard email action and not the rich email. This is the fastest way to my knowledge.

[Susan Waldrip]

Hi @Lucie LEVAVASSEUR , Welcome to the Community!

Other than reviewing the Recipients of your Customer Notifications to ensure Participants are included in some way, I don't know of a way to separate the To: and Cc: people for the Customer Notifications.

You can use an Automation to do this, though. Go to Settings (cog) > Jira admin settings: System > Automation: Global automation and click the Create rule button (top right). You can use a template if desired, but it's easy to just create one from scratch - after choosing the automation trigger you want, choose the Send email action, click Cc:, and choose Request Participants and anyone else you want.

If you don't want to use an automation, here are a couple of suggestions:

• Make sure the Project settings > Notifications: Customer Notifications option "Add participant" is enabled. Then someone who is added to a ticket as a participant will get a notification that they've been added, so they'll know when that happens instead of just starting to receive emails. I add text to that initial notification to let them know that no action is required at this time, and then they'll probably be mentioned by name in subsequent emails for that ticket if they need to do something.
• Some notification emails actually do show Cc: or multiple people in the To: line (for example, if you've set the recipient to be "All customers involved" in Customer Notifications setup)

Let us know if this works!

[Lucie LEVAVASSEUR]

Hi Susan, thanks for your answer and clear explanation!