How to CC additional non-Atlassian users in ticket request?

[Admin]

I am creating a help desk for my team where other organisation members (Non-Jira) will submit support tickets through our portal. They have a field that indicates "Email confirmation to:" and thats where they will indicate their email to be notified of status changes in their ticket. 

Is it possible to add a field in the ticket request form that takes additional emails handles (Other team members of the requestor) and to CC them in the email status updates of the ticket request to keep them in the loop?

Thanks!

[Peter_DevSamurai]

Hi @Admin ,

With your premium plan, you can use Request Participants. When a non-Jira user submits via the portal, they can add additional emails to a CC field, which auto-adds them as participants. These participants receive notifications on status changes (ex: updates, comments) and can reply to reopen/add details via email. 

• 1. Add a CC Field to the Request Form:
  • Project settings > Request types > Edit your form (e.g., "Submit support request").
  • Add a "Multi-user picker" field (or custom text field for emails) labeled "CC Additional Team Members (emails)".
  • Map it to a Jira custom field (ex: "Participants" multi-select, then create if needed: Settings > Issues > Custom fields > Add multi-user picker).
  • Make it optional/visible in portal.
• 2. Configure Customer Permissions:
  • Project settings > Customer permissions > Under "Customer sharing," select "Customers can search for other customers within their organization" or "Customers can add new customers to the project" (allows external emails).
  • Global: Admin.atlassian.com > Directory > User provisioning > Ensure "Allow public signup" or manual invites for externals.
• 3. Automate Notifications for Participants:
  • Project settings > Notifications > Edit scheme > For events like "Issue Updated" or "Issue Commented," add "Request Participants" as recipient.
  • Note: You can also add automation rule (optional): Trigger "Issue created" > Action "Add request participant" > From the CC field value (e.g., {{issue.CCField.value}}). You can refer to this 
  • Reopen on reply: Built-in, email replies from participants auto-add comments and notify.

Note: If forms don't trigger automation, ensure the field is mapped to a Jira field.

I hope everything works out well for you!

Best, 

Peter

[Admin]

Hi Peter,

Thanks for the advice. Will update once I manage to get it working. :)

Regards

[Olha Yevdokymova_SaaSJet]

Hi @Admin ,

Jira Service Management can notify request participants, but only if those people exist as Jira customers. JSM does not allow you to CC arbitrary external emails directly from a request form field.

 What you can do natively

1. Add request participants (Jira customers only)
This works, but only if the email belongs to someone already in your customer list.

2. Jira Automation → Send email
If you add a free-text “Additional emails to notify” field, Automation can send a custom email to those addresses on specific events (e.g., issue created, status changed).

Limitations:

• These people won’t appear as request participants

• They will not receive the built-in JSM notifications

• Automation runs count toward your quota

• The formatting of multiple emails must be clean (comma/semicolon separated)

 Another option you might consider is using Smart Forms for Jira (developed by my team), but with correct expectations

Here’s what Smart Forms can and cannot do in this scenario:

What Smart Forms can do

• Collect any number of email addresses from external users

• Regex validation for correct email input

• Pass those emails into Jira fields

• Make those fields available in Jira Automation via Smart Values

• Let you send automation emails to those entered addresses (same limitation as native Automation)

This gives you a structured, controlled way to capture external CC addresses during request creation.

 What Smart Forms cannot do

• It cannot send JSM-style status notifications to arbitrary emails

• It cannot add external emails as request participants

• It cannot override JSM’s native notification rules

This is the approach most teams take when they need external CCs:
form collects emails → automation sends custom notifications → JSM continues its own notifications for licensed/request participants.

[Igor Medeiros - Modus Create]

Hi @Admin

If you are still looking for alternatives to solve this case, I'd like to suggest our app Notification Assistant for Jira that allows you to add cc's based on custom field emails regardless if they are Jira users or not.

Our app also allows you to create fully customizable templates, notification schemes, and send attachments directly to the recipients without the need of Jira access.