Is Jira capable of sending emails to both internal and external emails

Teri Yeargin

Is Jira capable of sending emails to both internal and external emails? We have many requests that require approval, and we need to send emails to obtain approval or request additional information. Our Jira administrators have stated that this is not a capability, but I wanted to verify with the community to see if this is accurate. Our Jira is currently configured to only allow you to communicate via comments with the requester and a few others that have access within Jira; not everyone in the organization or outside the organization can be contacted. Thank you.

Dan Breyen

Hi @Teri Yeargin welcome to the community.  We're using JSM Cloud and emails are being sent to our internal staff (Internal Customers, Agents, and Collaborators are all getting emails), and our External Customers are getting notification emails with any of our Agent responses. 

That is the intent of the system.  If someone is only looking at the ITSM Sample system, that sample system could make an impression that JSM is only intended for internal use, but that is not the case.

We didn't make any configuration changes that I'm aware of to enable that setup.  I know we're using Organizations to separate out our customers.

Hope that helps.