Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Is it possible to keep the CC lines in Jira tickets?

We have this problem which affects our customers.

 When they create a ticket, they add as CC multiple persons. However, when our team replies through the ticket, Jira doesn't have this list as CC in the reply.

 

All we get is a reply from jira@....atlassian.net to the specific person. Thus the customer doesn't know who else got this reply.

 

 

1 answer

0 votes
Jack Community Leader Jun 27, 2019

If the reporter CCs other “customers” then they should be added by default. Key to success is that the Cc folks are existing customers. Here is the article explaining - adding-request-participants

and here is the relevant text....

Add participants through email 

Customers in an organization, can share requests when they raise them. By default, the request is shared with the customer's organization unless they select Private request.

For customers who are in more than one organization, the request is private by default.

To add participants through email:

  1. To create a request from your email client, add the participant's email address to either the TO or CC fields.

The participant will receive an email notification that you added them depending on the project notification settings.

@Jack probably you didn't understand my question. The problem is not the participants. They are added fine.

 

I want in the email response that goes out of Jira service desk to have the participants on the CC fields (or at least the person who received the response should know who else is copied on the email).

Jack Community Leader Jul 24, 2019

cleaning up old questions that have fallen thru my radar...

this isn't possible. the customer can see who is participating only via the portal view.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Desk

The Complete Guide to Atlassian for ITSM

Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...

2,213 views 14 22
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you