Adding a group of customers to the "Email to Customer" in the Service Portal

Question

I don't have enough Jira Service Management Licence for every single person in the organisation, however would need to CC in other staff who may need to be "Required Participant" or someone who also need to receive the email that a Customer lodge via the Service Portal.

Is there a way to use a "GROUP" in the project to include a list of people's email like an email distribution list so that when a Jira ticket is lodged via the Service Portal, I can add in more than 5 "Required Participants" or Shared with more than 5 people who will

1. receive the information that a new request was lodged

2. receive updates on the updated comments

3. be able to reply to the request via the service portal?

Kris Dewachter · Answer

Hi @Steph ,

Another option could be to organize these customers in "organizations" in JSM, so they can share the request with the entire organization.

Best regards,

Kris

Steph_9b8ec2 · Answer

We made the Service portal channel "Open" so that anyone can submit requests.

We don't have enough Jira Service licence to allow the entire population to log in as JSM agent, so a workaround was to use "Shared with", "Requested Participant" which apparently can allow these "Others" to receive notifications too.

None of the "other staff" have Jira Service Team licence. They can lodged requests via the service poral as "Customers" (like an external person) and sometimes they want to add more than 5 other people to keep them in the loop as "Shared with" or "Requested Participants" just to receive email updates.

Adding one or two "Other staff" by email with the "Shared With" or "Requested Participant" is fine with one or two people but there is a requirement to add a group of more than 5 "customers" with no licence. I can't seem to create a GROUP for "Customer" users in the project setting.

Kris Dewachter · Answer

Hi @Steph ,

Welcome to the Atlassian community.

What kind of Atlassian license do the "other staff" people have? Do they have a Jira license? If so, they should be able to view the JSM tickets and add internal comments only.

Your third requirement "be able to reply to the request via the service portal" requires the user to have a JSM Agent license, if they need to be able to communicate with the customer via external comments.

Best regards,

Kris