Automatically adding To and CC customers to request participants

Question

I have a team of people responsible for general client questions and complaints (Team A). Sometimes this team will be on the phone or video chat with the client and find the client needs to work with one of our specific service teams (Team B)  to resolve an issue. To provide great customer service, this team member from group A will send an email to the service team (Team B)  which will automatically create a jira ticket and put the client in the CC or TO line. However, the client is not being added as a request participant.

We do use organizations to help group clients which is what I think is causing the problem because the setting doesn't allow them to search for other customers.

Our Team A team members are listed as Service Desk Team Members rather than Customers in permissions as they do need to access the queues on occasion to see what their client tickets that are open are and give updates. However, most of their work is done via email and they would like to continue to send emails rather than utilize the portal.

Is there a way in automation to add CC or TO line members to the request participants field automatically regardless of organization in the case of sent from one of these team members? Am I over complicating this?

Susan Waldrip · Answer

Hi @Amelia Giuliani , I tested this on our system and found that if someone emails a JSM space (project) to create a request and you have the Request Type default for that as "Emailed request", you have to either change the Request Type in the initial ticket from "Emailed request" to one that includes the Request Participants field, OR add the Request Participants field to your Emailed request Create screen.  I did the first of these options and JSM added my Cc: person from the email as a Request Participant in the ticket.