JSM, reply to customer to reach all CC'd

Question

I have a client that CC others when they create requests using Email so they are in the picture and so they receive updates ., But Client send a new request they receive the automated default message from JSM that their requests has been sent, but the message is only sent to the client and not to the CC'd others , and all replies and status are under the automated message.

The whole point is I need to allow client to submit requests , and when they CC anyone, those CC'd emails will receive all the updates and the "reply to customer" comments as will

Piotr Witka · Answer

@Abdallah Ahmed @Florian Bonniec

Hi All !

Option to add CC listed into Participants field is possible when handling messages using:

- JEMH

- JETI

- ScriptRunner

I have implemented this in DC version of Jira & hope this can help you anyhow on your way forward.

BR

Piotr

Abdallah Ahmed · Answer

I tested, CC'd user are not added as participant , the field is empty.

I added some emails as participant for testing  , and then performed some actions on the ticket , still no nothing is sent to the participants that i added them manually

Florian Bonniec · Answer

This config looks good to me. When someone create a request from email with CC, are the CC added as participant in the created ticket ? You should see them under the reporter in the ticket on the portal view of the ticket.