Can a contact cced in the email notification request that is not a customer reply to the request?

Karishma December 10, 2020

We can add emails under the cc list for the email notifications received for request when a comment is added or replying via email.

 

Can the contact not added to jira service desk comment to the request?

2 answers

0 votes
Daniel Ebers
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
December 12, 2020

Hi Karishma,

I believe you refer to the option "request participants", is this correct?
https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

From what you mentioned this is what you are aiming for.
Request participants are people who agents or customers have shared a request with. They can view, comment on, and receive notifications about the request.

If this is not what you were looking for please update us here.

Cheers,
Daniel

Karishma December 15, 2020

The request participant only works if the contact has been added to the project. I want to know if we can add a contact that is not even part of the project or added to Jira service. We want to add them to the CC list.

Daniel Ebers
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
December 15, 2020

Kind of - you would need to assess Apps that come to extra cost.
This specific requirement was discussed in Community before but there is only the solution previously mentioned, for example in the thread here.

0 votes
Clark Everson
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 10, 2020

No they need to be added or invited to the card by either a tech or someone else who is on the ticket already.

though it is possible to add a user to a ticket when responding via email from the user side. However they need to be cc’d in some way on the actual ticket. Forwarding the ticket then having them respond won’t work.

Karishma December 10, 2020

If the contact replies (who is not a customer of jira service desk), will the comments be added to the request?

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events