Participants in CC

[Jira Administrator]

Hello

We have an instance of Jira Service Management. When a customers sends in a request by email, all in CC is correctly added as participants. 

When the agent make a reply inside Jira, all participants receives an email. 

However it is only the participants email that is visible. Is it possible to have one email generated to the reporter and the participants added as CC? Visible to all in the email. 

[Matthias Gaiser _K15t_]

Hi @Jira Administrator

I'm afraid this is not possible.

However, at the bottom of the email notification, you should have a line which states that this request is shared with other people. Here's a (redacted) sample email:

Do you also see this line "This is shared with"? Is that enough for your use case?

Cheers,
Matthias.

[Jira Administrator]

Thanks. 

I was hoping for everyone in participants to be able to apt in to the ticket. E.g. just by using reply all on email.  The customers only uses email. 

[Jira Administrator]

It seems ok.. by replying everybody is getting an email. 

Then the also shared with is great.

[Matthias Gaiser _K15t_]

I was about to say that 😁. Jira Service Management ensures that the response is shared with everyone else.

PS: Feel free to accept my answer so that others know what helped you.