How to forward an issue and include/add external email address in issue

Question

Hi, is it possible to forward an issue to external email address and also include external email address in an issue like e-mail?

Boris Berenberg - Modus Create · Answer

Hey Muhammad,

We support sending issue contents to others using the Send Email From Issue feature in Notification Assistant for Jira. However if you want this to be a more regular part of your workflow you can configure broader Notifications or Post Functions as well.

Muhammad Hairie Rosli - · Answer

Hi Dave, appreciate your reply. however, since we are replying to mostly external users and we are engaging with a lot of external stakeholders. Is it possible to loop in (Like CC external email address without adding them as customer? also if there is a tool to forward and include the the issue details to external email address?

Dave Mathijs · Answer

Hi @Muhammad Hairie Rosli - In Jira Service Management, you can add the external email address as a customer to your service project. This will NOT consume a license. This way, the external customer can view and comment on the issue via the customer portal.

In Jira Software however, this is not possible as the external e-mail address needs to have a user account (+ JSW license), site and product access in order to see the details of the issue.

However, you can opt for a third-party app like Email This Issue which makes communication with external users (without a JSW license) possible via e-mail.

External Share for Jira is an alternative.