How to include cc: email which reporter cc: when sending email to open the case

Pongsak W

When reporter send the email to service support, normally it will create (open) a  case automatically.

My inquiry is how to, when respond / comment / or reply to customer, automatically include his colleagues that he cc: from the start in responded email.

 

What I did is only to invite participant, that' s not the good way since it's not in cc: as one email. It separately send email to those participant not in the same email with cc:

 

Thank you for your kind answer.

Stephen Sifers

Hello Pongsak and welcome to the Community!

Thanks for reaching out about getting your CC'ed email people added to your Jira Service Management issues. This is a great topic and we have an outstanding answer readily available, please take a look at How to CC users into a Service Desk issue logged via email, so they can get updates and add comments.

I hope the post above helps configure your site!

Regards,
Stephen Sifers