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Email responses to customers from Jira Service Desk not showing request participants as recipients

Romy Meyers_17gioh

When replying to a customer within a jira service desk issue and that issue has several request participants listed, the replies appear to be sent to each individual participant and does not list any other recipients. When customers respond they re-add recipients back thinking they were not on the original reply.

Is there a setting to allow an email to list all requested participants as recipients on the email?

I did just come across the ${request.sharedwith} variable for the template but would prefer to have them in the normal recipient list (CC) on the email.

Thanks for any help!

Romy

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Joseph Chung Yin

@Romy Meyers -

I am not aware there are anything that will allow you to add those users in the normal recipient list (CC) on the email in your email notification.

Since replying on a JSM ticket it is the same as adding a public comment to the ticket, you may want to customize the customer notifications for "Public comment added" template. Note it will not place the requested participants in the CC'ed part of the notification, but you may be able to include them in the actual notification body.