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Is there a way to show people who are CC'd on a Jira Service Desk Ticket as a Requested Participant?

Carla McSorley

Hi,

My team are currently using Jira Service Desk. Tickets are created via external users mailboxes and we want to have visibility of any tickets where there is a CC added. Is it possible to display this without the cc'd individual being recognised as a customer?

Thanks

Carla

Accepted answers

Vasi

Hey Carla,

I might have not enough details to answer your question, so let me know if my understanding is not entirely right.

So you can see request participant in the ticket view:
Screen Shot 2019-02-20 at 8.19.47 am.png

You can also use JQL to show request participants:
Screen Shot 2019-02-20 at 8.21.30 am.png

Is it something you are after?

If not, you can perhaps provide some examples and screenshots if it is helpful.

Let me know!
Vasily

All comments

Vasi

You can also use JQL to show request participants:
Screen Shot 2019-02-20 at 8.21.30 am.png

Is it something you are after?

If not, you can perhaps provide some examples and screenshots if it is helpful.

Let me know!
Vasily

Carla McSorley

Hi @Vasi,

Thank you for your response.

Yes, this is what we are looking for, we have the requested participants field but it is not populating when a CC is added and was hoping to find out how to do this.

Thanks

Carla

Carla McSorley

To add, this is when an email is sent from an external customer to our company mailbox, we have a redirect to the Jira email address.

Vasi

Hey Carla,

So there could be couple things to consider:

1. Are those external customers were ever a part of your Jira Service Desk? Or these are absolutely new users?

If they were a part of Jira Service Desk before: they are JSD customers, or a part of JSD organisation, then this setting should be sufficient:

Choose your JSD project -> Project Settings -> "Customer permissions" -> "Who can customers share requests with?"

This setting should help to allow other customers to share tickets between each other. "Sharing" basically means to add participants.

2. If those external customers are absolutely new, and don't have any relation to JSD then there will be additional settings to change:

To add non-existing customers as a participant on a ticket, you would need to open your portal by doing the following:

Go the Jira Settings > Applications
Under Jira Service Desk > Configuration
Can customers create their own accounts? Change this to Yes
Can customers access and send requests from the help center without logging in? You can change this to Yes if you want customers to access your portal without an account
- Please note that If you turn on this setting Can customers access and send requests from the help center without logging in? then people can browse these portals and send requests without logging in. Basically, you are making the portal accessible to anonymous users. However, they would need to signup in order to view their request on the portal and they cannot view request raised by others.

Now, the fact that you are redirecting emails might add some complexity as potentially you are modifying an email.
At this point it would be hard to advise.

So, this is what I am recommending:

Give it a go with above configuration and check if it works now.
If still there are some difficulties, you can try to attach one of the emails that are meant to be sent to JSD (forwarded ones).
I am mostly interested in "header" of the email.

Thanks,
Vasily

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