Need to Respond to a Customer Who is NOT the Reporter / Creator

[Wendy Barrington]

We are slowly transitioning our user base to JIRA to open their own tickets.  However, we have some who reach out to their known contact at the company.

When our Tier 1 responds, the email goes to the reporter/creator.  It needs to go to a different email entered by the employee.

I had tried creating a text field and ensuring it was on the help ticket.  It didn't recognize the value when I used a smart value for the email address.

Can this even be done?

[Joseph Chung Yin · Accepted solution]

@Wendy Barrington -

Hi Wendy:

In JSM, you should implement "Request Participants" functionality out of the box.  Essentially, this will allow notification to go to the reporter + anyone who are tagged as "Request Participant".

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.