need an external party to receive all the messages that have been sent in the ticket trail

Question

Hello, good morning. I have a problem that I haven't been able to solve. Basically, it's this:

I have created my project, which has several agents. These agents resolve the ticket, and one step is to attach an Excel file. Now, we need an external party to receive all the messages that have been sent in the ticket trail, including the attachment, but they are not arriving. We have already tried creating an organization, putting the emails there, and then adding them as participants, but even so, the “history of messages sent with the attachment” is not arriving. Could you please help us? It is vital for our organization.

Marc -Devoteam- · Answer

HI @Melbrin NGOUILOU

But not attachments that are on a work item.

Manually added ones, but not auto fetched from a work item

Trudy P Claspill · Answer

Hello @William Camilo Melo Echeverri

Welcome to the Atlassian community.

What steps are you executing to send the "history of messages" to the recipients?

Here is one article that talks about work-arounds for sending attachments via email:

https://support.atlassian.com/jira/kb/how-to-send-customers-a-notification-with-the-most-recent-attachment-using-automation/

Melbrin NGOUILOU · Answer

Hi,

I think you can achieve this using the "Send customized email" in automation. It supports sending attachments.

Let me know if it works for you!

Melbrin