Multiple Customers being notified

[Lucca Fernandes]

Good morning Guys,

I would like to add several emails to receive updates of specific tickets in Jira Service Manager, today, my organization uses JIRA's closed system, where users who can access and open calls are specific, only those who add the email.

What I need is that, in some specific tickets I can add more than one email to be notified with ticket updates.

[Florian Bonniec · Accepted solution]

Hi @Lucca Fernandes 

Could you add them as participant in the specific ticket ?

Regards

[Mathew Lederman]

Agreed @Florian Bonniec adding the users to Request Participants seems like the way to go for this request. Would be worth checking the notification scheme to confirm Request Participants get the same notifications as the Requester.

[Lucca Fernandes]

Hello,

How do I add them as Request Participants?

[Mathew Lederman]

From the Portal view, simply use the 'Share' button. From the Agent View, there should be a 'Request Participants' field, though you may need to look in More Fields or add it to the Issue Layout if it's not visible.

[Lucca Fernandes]

Right, but with this one can I add email from people who are outside the organization? I mean, those who are not registered in JIRA as a user, will they be able to receive the email as well?

[Mathew Lederman]

No, those without an account in your Jira instance will not be available to add. My personal suggestion for this would be to setup automation rules if there are specific Request Types or scenarios that you can plan for. Otherwise I believe you would have to create accounts for these users in your environment. 

[Lucca Fernandes]

Right, the way you guided it worked very well! Thank you.

[Florian Bonniec]

Depending on the configuration of your project you could.

• If Anyone on the customer access settings (with Allow customers to create accounts in customer access settings) has been selected above, customers can also share requests with any email address. Sharing with an email address that doesn’t match an existing customer will invite them as a new customer.

Change project customer permissions | Jira Service Management Cloud | Atlassian Support

Regards