"CC"ed customers are not receiving notification.

Ashna Babu

We have not added clients in Jira service Management Project.

When the emails are received via our support mail box. we have connected our support mail to Jira, so tickets are automatically created in Jira. However, If a mail has someone in CC, only the reported person is receiving the notification email.

Is there a way in which the person in the "CC" receives notification email ?

We have large number of clients, each clients have many employees. We don't want to add them.

Rilwan Ahmed

Hi @Ashna Babu ,

Welcome to the community !!

When customers send an email to jira service desk, the people added to CC will be added as participants. (i.e. Request participant field)

Some important things to check for customers to be able to share tickets. 

• If customers add someone that doesn't have an account, the participants won't be added. To fix this, it's necessary to allow customers to create their own accounts and to allow anyone with an account to create tickets.
• Also, you can choose if you want to allow them to share tickets only with people from the same organization, any customer in the project or any customer or organization. The best option is to select the third one. So the configuration for customers to share tickets are the ones below:
  

This is very well described by @Angélica Luz in https://community.atlassian.com/t5/Jira-questions/How-do-I-add-a-person-in-CC-to-a-ticket/qaq-p/1226940