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?

[Igor Medeiros - Modus Create]

Hi @Roberto Simoes

Complementing what Jack said, I believe that our app Notification Assistant for Jira can help you with this scenarios and other notification management tasks.

The app allows you to set CC recipients as well as fully customizable templates, notification schemes, and more.

Feel free to reach out.

[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.