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Customers involved does not include ones who are in CC: but only Reporter?

We got a question on when someone open the case via email to us.

What our flow does is to respond with email to involved customer. However, this does not include the one in CC:. Only a reporter will receive the notification via email.

Could you help to explain why and how to make it send the email to others in the email lst?

We configure it in "project Settings-> Customer Notification -> Notifications Request Created -> (See attached file)"

Capture_Noti.JPG


2 answers

1 vote

Hello @Dimitris Dimitriadis,

Thank you for reaching out to the Atlassian Community!

The documentation you shared is for Jira Software Server and the steps won’t work for Service Management Cloud.

Customers can add participants on a ticket by sharing directly with other people from the ticket in the portal or when adding people as Cc on the email requests, but there are some settings that need to be changed for it to work.

Firstly, it’s necessary to allow customers to create their own accounts, so the existing customers can add people on Cc as participants even if they don’t have an account on the site.

As a Jira administrator, go to Cog icon > Products > Portal-only customer access > Allow customers to create accounts > Save.

After that, go to the desired project and click on Project settings > Customer permissions (company-managed) or Project settings > Channels > Customer permissions (team-managed).

On this page, it’s necessary to change the Service project access to “Anyone on the web” and the Customer sharing to “Customers can search for other customers within their project or organizations” > Save.

If you don’t want to open your project or let the customers create accounts, then you just need to change the Customer sharing option, but then, the Cc people must already have an account and be added as customers on the project. 

Long story short: If customers can’t create accounts and the customer permission is set to “Customers added by agents and admins”, existing customers can only share tickets with existing customers.

Please, take your time to test by changing the settings I mentioned and let us know how it goes.

​​Kind regards,
Angélica

Thank you for your detailed answer @Angélica Luz !

I 've also checked the customers permissions and I have the following settings, for security reasons:

Customers added by agents and admins
Customers can search for other customers within their organizations

For know, I 've enabled the request participants field and seems to work fine and notify users.

I was wondering if there is a way that customer - reporter can add extra participant(s) from the issue creation from?

But I think that customer cannot add participants, until the issue has been created.... right?

Hi @Dimitris Dimitriadis,

From the create screen, customers can only share the ticket with the organization they are a member of. Participants can only be added after the ticket is created.

There is a feature request suggesting this improvement:

Please, click on vote and also watch the ticket above to receive updates from our product managers.

Like Dimitris Dimitriadis likes this

Thank you very much Angelica again!

Like Angélica Luz likes this
0 votes

Hello @Pongsak W,

Welcome to Atlassian Community!

When a customer adds another person in CC, the person will be added as a participant and will receive the following notification:

Screen Shot 2021-06-07 at 15.44.30.png

They will be informed that the ticket is created and also that they were added as participants.

Can you please confirm if, on the ticket, the person is listed as a participant? 

Is the person a portal-only customer or are they an agent/admin?

Do they receive other notifications, for example, when a comment is added?

Kind regards,
Angélica

Hi Angelica, 

why a customer can't add a Cc email, but only a service desk team member?

Is it because of permissions?

I 've followed the following steps:

How to create and configure CC (Participant) field in JIRA | Jira | Atlassian Documentation

 

Thank you in advance, 

Dimitris

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