Receive Notifications when User with No Access to Request Comments on Jira Service Desk Issue?

[Lindsay Czopur]

We allow users to submit JSD issues via email.  Unfortunately, some of our users have a second email address and respond to the SAME issue, using a different email address.  When that happens, our agents are not notified of the comments since the user as "no access to the request."  The issue will then sit without anyone realizing that a comment has been made since no email notification was sent to the agent.  Is there a way to resolve this so that even when a user with "no access to the request" makes a comment, a notification email is sent?

[Jack Brickey]

Only emails associated with users can open/comment on issues. You could set JSD to allow annoying to open a ticket which creates the user when they email. Once a user has both of their emails as customers then they can add their other as a participant.

finally, you might Check-out the JEMH addon as it might help you solve your needs.