CC'ing others on responses.

Question

We have encountered this a few times where an agent accidentally CC's a customer from a company other than the people within the organization we are working with on the ticket. This is a huge security issue for us as you can imagine. Is there anything that can be done, or any type of notification that can be set to at least warn an agent that they are CC'ing people outside of the organization that opened the ticket?

Paul LeoGrande · Answer

Thanks Jack,

Makes sense.  I appreciate the response.

Jack Brickey · Answer

how is the agent sending a response/comment? If they are using email, only asking as you mention CC'ing, then certainly there is nothing that Jira can do to prevent this. Within Jira if they are trying to add someone as a participant that is controlled by project permissions.