Request type : adding a field for email cc

Question

Hello

new JSM user, we have created a project in which we have defined request types.

we would like to have a field to add copy emails, when the ticket is created, the copied clients (external to the company) will also receive the ticket in their mailing box.

however, in the list of available fields by default (request form )  or in the list (add fields)  we do not find any.

if we want to create one (create a custom field) there is no type 'email'.

how to do it?

best regards

jerome

Angélica Luz · Answer

Thank you for the details, Jerome.

Watchers are internal licensed users and participants are customers who don’t need a license to view the ticket on the portal.

Participants can be added when the customer creates a ticket via email, so they add them as CC on the email and they are automatically added to the ticket.

Through the portal, they can only add them after the ticket is created by clicking on the + Share button, it’s not possible to add this field to the form.

There is a feature request suggesting the implementation of this ability:

Allow adding Request Participant field into Create Issue screen in Customer Portal

In case customers always share the tickets with specific people, they can be added to Organizations, and then it’s possible to select the Org at the moment the ticket is created.

Group customers into organizations

Jerome Vially · Answer

hello Angélica,

thank you for this detailed answer.
But i don't understand the difference between "watcher" and "request participant".

My point, is when someone create a ticket, in the form, I wanted to have field  "email cc"  to add the email of a person (internal or external to the company) who would also receive this notification by email.

ex:

"Request participants” seems only available in the ticket view, not on the form.

thks

Angélica Luz · Answer

Hello @Jerome Vially,

Welcome to the Atlassian Community!

On Jira Service Management there is an existing field that does what you need and it’s called “Request participants”.

If customers are allowed to share a ticket and if they can create their own accounts when adding someone as CC on the email, the people added in copy will be added as participants and they will receive notifications and also be able to access the ticket through the customer portal.

What are request participants?

In order to allow customers to share tickets, there are three settings that you need to change:

As a Jira administrator, go to Cog icon > Products > Portal-only customer access.

On this page, select Allow customers to create accounts > Save.

After that, go to the Project settings > Customer permissions (company-managed) or Project settings > Channels > Customer permissions (team-managed)

On this page, select Anyone on the web under Service project access and Customers can search for other customers within their project or organizations under Customer sharing.

After changing those settings, anyone added as CC will be added as a participant on the ticket.

In case you don’t want to let your portal open for customers to create their accounts, then it will be necessary to manually invite the customers and then, add them as participants on the ticket.

Kind regards,
Angélica