Public comments on ticket.

[leandrosantosser]

I am using Jira Service Management (Cloud) free plan. I need to know about public comments on the ticket, for tickets received by email, do people in copy receive the public comments?

[Perumal M]

Hi @leandrosantosser ,

In Jira Service Management (Cloud) on the free plan, public comments are visible to the reporter of the ticket and anyone who is added as a request participant. However, people who are included in the CC (carbon copy) of the original email are not automatically added as request participants, meaning they will not receive public comments unless you specifically add them as participants.

How it works:

• Request Participants: If you want people in the CC of the original email to receive notifications and see public comments, you need to manually add them as request participants. This can be done either by the agent handling the ticket or automatically through automation rules.
• Reporter: The person who originally submitted the email will receive public comments by default.

To ensure that people in CC receive public comments:

1. Add them as Request Participants: You or the user can manually add these people in Jira Service Management on the ticket’s request participants field.
2. Use an Automation Rule: You can create an automation rule that automatically adds anyone CC'd in the email as a request participant, ensuring they receive all future public comment notifications.

[leandrosantosser]

Thank you for your help. How can I create this kind of automation rule ? 

[Rebekka Heilmann _viadee_]

Hi @leandrosantosser and welcome to the Community,

Anyone in CC in the original Email will be added as Request participant, as long as the Customer access settings allow it.

Request Participants have the same access to the Request as the Reporter, hence they see public comments and get notifications for them.