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Forwarding tickets

Mark Horné

Hi Jira,

I would like to forward an incomming ticket in Jira to a different (sometimes in JIRA unknown) customer. Or reply on a ticket and customize the Reporter to someone else and put the original Reporter in CC.

For instance.

1. Ticket comes in by email in JIRA. Reporter = Customer A
2. As a service team member I would like to answer (or forward) to this ticket with Reporter (TO) Customer B and in the CC Customer A.

Accepted answers

Suvradip Paul

Hi @Mark Horné ,

Thanks for posting and welcome to the community.

Could you please check with Jira Automation to achieve this, if yes - - https://www.atlassian.com/software/jira/features/automation?

Please let me know your feedback on this and please accept the answer of this helps.

Thanks.

Brant Schroeder

@Mark Horné I would suggest that you not change the reporter but leave it as the person who submitted the issue. Then just add the additional customer as a request participant on the issue. https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/ This would allow the additional customers to receive communications on the issue and also see the issue in the portal.

What I described above would work like this. Customer A submits and issues to the service desk. They are the reporter on the issue. You add Customer B to the issue as a request participant. Then when you respond to the issue both Customer A and Customer B will receive the response.

All comments

Suvradip Paul

Hi @Mark Horné ,

Thanks for posting and welcome to the community.

Could you please check with Jira Automation to achieve this, if yes - - https://www.atlassian.com/software/jira/features/automation?

Please let me know your feedback on this and please accept the answer of this helps.

Thanks.

Mark Horné

Hi Paul,

I don't see how this is going to work for me.

The thing is that the person I like to forward the ticket to, or to answer to in Jira, is by forhand not yet known.

So this is not always the same person in question.

Brant Schroeder

Mark Horné

Thanks @Brant Schroeder
This will work!

Suvradip Paul

I posted a response explaining the details but somehow it's missing here. Any ways @Mark Horné , I hope the issue is now sorted.

Mark Horné

Hi @Suvradip Paul ,

Yes i found-out that 'Request participants' is CC. But i see that the person needs to be in listed in JIRA. But that is fine. For now it works for us. Thanks you!

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