Adding e-mails to CC reply to customer

[Roberto Simoes]

Hi,

I'm trying to set-up JIRA for an operation team and, most of the requests they get have several people in CC, i've captured all CC emails in the Request Participants fields.

How do I add these people in the CC field of the reply from my Operations teams?

[Jack Brickey]

Hi @Roberto Simoes , users listed as request participants will be copied on updates to the associated work item. For example if someone makes a comment on a work item then the reporter along with all request participants will be notified. This, however, is controlled by your notification settings. Unsure if I am on target with your question here or not as I don't quite understand what you mean by "How do I add these people in the CC field of the reply from my Operations teams?".

[Roberto Simoes]

Thanks @jack

they get notified in a separate e-mail (external clients) but for example, if I have one requester and 2 people in the request participants. Jira creates and send 3 distinct e-mails. What I need is just ONE e-mail with the requester in the TO field of the e-mail and the other 2 in the CC field of the email.

The way JIRA is currently handling this, gives the impression to the clients that the people originally in CC in their request/complain have been removed from my response.

[Jack Brickey]

Hi @Roberto Simoes , you might try leveraging automation to achieve this. I can't recall if you can specify To/Cc in the send email so you may have to rely on To for all recipients. In that case I would indicate the primary by in the body of email, e.g.

 {{issue.reporter.displayname}}, this issue has transitioned to {{issue.status}}.

Notes:

• If you go this route then you should disable the normal notifications that would result in duplicate emails.
• This solution could exhaust automation allotments in Standard but it appears you are on Premium.

the other option is to consider a Marketplace app.