Many a times when customer sends an email Service Request to us, they mark it to more than one email ids. These are their own team members and / or Managers. When they receive email notifications from us it is send to only the requester and not all the email ids marked by them (their own team members and Managers).
Can we configure email notification so that all of them get the email generated from JIRA Service Management?
there is the possibility to set the Request Participants via email (when the customer adds some colleagues via mail) but Jira and probably also your project in Service Management needs to be configured accordingly.
This is better documented here:
I suspect at the moment you are creating customers manually (by agents) so Jira will not record the additional users (reflected by mail adresses in CC when raising the request).
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
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