Is there a "reply all' setting?? So replies are sent to all original users cc'd on the request?

Kim Fain

When we reply to a user via the 'Reply to Customer' field, JIRA does not cc to all users who were included on the user's original email.

Is there a 'Reply All' setting we can activate so that ALL people cc'd in the original email can receive the reply?

Angélica Luz

Hello @Kim Fain,

Thank you for reaching out to the Atlassian Community!

On Jira Service Management there are three customer roles on a ticket: Reporter, Request participants and Organizations.

When a ticket is created via email, if the reporter add people as Cc, they can be added as participants on a ticket if:

• The Customer sharing is set to Customers can search for other customers within their project or organizations (Project settings > Customer permissions or Project settings > Channels > Customer permissions).

If customers often share tickets with people that still don’t have an account on their site, they will only be able to share the ticket if the setting above and the other two below are enable:

• Portal-only customer access: Allow customers to create accounts (Cog icon > Products > Portal-only customer access).
• Service project access: Anyone on the web (Project settings > Customer permissions or Project settings > Channels > Customer permissions).

With all those settings enabled, the Cc people will be added as participants and then, when adding a public comment on a ticket, they will also receive a notification.

If they are not listed on the Request participants field, they won’t receive any update.

• What are request participants? 

Kind regards,
Angélica