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Two questions about JIRA Service Desk functionalities

1) How can we share an issue/ticket with one person into the organization who is not an agent or Jira user? Is that possible somehow?


2) How can we group different issues regarding the same subject into the same issue automatically? E.g.: At the moment once an email is sent a DEMO request is created. If another person replies to the same email another DEMO request is created. We would like to avoid this and keep all the responses in a single DEMO request (that's the purpose of testing the ticketing system for us).

1 answer

1) How can we share an issue/ticket with one person into the organization who is not an agent or Jira user? Is that possible somehow?

 

Add the person email adress to Customers and then put his name in Request Participants field.

 


2) How can we group different issues regarding the same subject into the same issue automatically? E.g.: At the moment once an email is sent a DEMO request is created. If another person replies to the same email another DEMO request is created. We would like to avoid this and keep all the responses in a single DEMO request (that's the purpose of testing the ticketing system for us).

When the email is sent put in CC the person who you would want to send the second mail. JIra should add the as Request Participants and the when he will comment should enter as a comment for the ticket. Please try and provide me a feedback?

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