How can I (is it possible to) copy an employee on all service ticket emails?

Question

We have 5 different service projects for our company's different departments.  Each of these projects is managed by a department lead.

Our CEO would like to be copied on support tickets so he can review our external customers support issues without having to login to Jira.

Is this possible at all (be it config, automation, API, etc)??

Dave LIAO · Answer

Yes!

This makes more sense than my answer. My answer is strictly correct, but not tweakable. 🙂

Jack Brickey · Answer

I would probably consider using automation.

trigger - issue created

conditions - those conditions when you wish to issue an email to CEO

action - send email to CEO

Dave LIAO · Answer

Hi @Steven Waskey !

One way to do this is to:

* make a role (call it "Notify on Create"?)
* add the role to the Notification Scheme for each service project, specifically to the "Create Issue" event
* go to each project, and add the CEO to the project with that new role (the CEO will also need Browse permissions)

Bonus, if anyone really wants to be bothered about every new ticket, they now have an option to do so.