Customer Notification

Question

Hello,

Many a times when customer sends an email Service Request to us, they mark it to more than one email ids. These are their own team members and / or Managers. When they  receive email notifications from us it is send to only the requester and not all the email ids marked by them (their own team members and Managers).

Can we configure email notification so that all of them get the email generated from JIRA Service Management?

Daniel Ebers · Answer

Hi @Rajesh Mankad

there is the possibility to set the Request Participants via email (when the customer adds some colleagues via mail) but Jira and probably also your project in Service Management needs to be configured accordingly.

This is better documented here:

https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/

I suspect at the moment you are creating customers manually (by agents) so Jira will not record the additional users (reflected by mail adresses in CC when raising the request).

Regards,
Daniel

Rajesh Mankad · Answer

Hi

In our case the customer doesn't access Portal. They raise Service Requests through email.

Danyal Iqbal · Answer

No, you cant do it but the customer can add other employees to the request participant list in the customer portal by clicking on share. Once the request participants have been added they will be notified for all public comments.