nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Add a customer on Cc field

Dimitris Dimitriadis

Hello,

I have a project that customers create issues - tickets and a service desk team that controls them.

I want to add a Cc field that a customer can add one or more emails of other customers of this project in order to be informed about the process of its issue.

I 've followed the following instructions:

How to create and configure CC (Participant) field in JIRA | Jira | Atlassian Documentation

and I 've added the User picker custom field.

The problem is that in the issue creation form of the customers doesn't allow them to add an email, says "No matches found".

I thought it was permission issue, but neither service desk team can add an email after creation of the ticket on queue, with the same label "No matches found".

Only me (ORG & SITE Admin) can add them after ticket creation... But even if I 've updated the notification scheme, Cc users doesn' t receive any email!

Can you help me where I am wrong or provide me with some steps to implement this?

Thank you in advance,

Dimitris

Accepted answers

All comments

Jack Brickey

Is the customer (participant) is already a defined customer then the reporter should be able to select them. That is how it should work if you have Customer Permissions set to allow only customers added by agents. Alternatively, if you have the permissions set to allow “anyone on the web” then the reporter should be able to simply enter their email.

Fabian Lim

Hi @Dimitris Dimitriadis

The other option is to use jira automation following this thread. Link: https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Jira-Automation-Video-Tutorial-on-how-to-send-customized-emails/ba-p/1861508

You would need update the conditions so that depending ok the client, different people would get emailed.

Regards

Dimitris Dimitriadis

Hi Jack and thank you for your answer.

Every customer is defined and I have the option "Customers added by agents and admins", but it doesn't work!

Also, even if I 've added them manually and updated the notification scheme, Cc users doesn't receive any email!

Jack Brickey

Can the customer add the email to the cc by replying to the “create” notification email?

Dimitris Dimitriadis

Hi Fabian and thank you for your answer.

I know that, but I want to notify other customers of the project and not the assignee or reporter of the ticket.

And the best for me, would be to reporter can set the Cc customer!

Dimitris Dimitriadis

I guess yes, but what I want is to notify Cc users about the process - workflow of the issues and with every comment that might have.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management