This is our set-up:
- We have a JSM project for internal IT Support.
- It's linked with a knowledge-base, such that we can share how-to & troubleshooting articles with our colleagues who need IT Support.
- Colleagues can send an email to our IT Support mail address, which will create a ticket in the JSM project.
We want to allow following scenario:
- One of our colleagues sends a mail to IT Support and puts an external party in CC
- This external party should stay informed (via email) when IT Support replies to the colleague (via a 'reply to customer' comment)
- They should also be able to reply to that notification email.
Which should create another customer comment on the ticket.
The solution provided here is almost what we're looking for: Solved: How to keep CC recipients when reply on ticket? (atlassian.com)
The big downside in that set-up is: if that external party is added as Request Participant, they will also have access to our knowledge-base and to the portal (to log tickets).
This is a security issue as both the knowledge-base and the portal contain information that should stay within the company and not publicly accessible.
How can we keep the External Party in the loop, yet limit their portal permissions to only view the tickets they're involved in, but nothing else (no ticket creation, no kb-articles)
