Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

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

Pongsak W I'm New Here Jun 06, 2021

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


1 answer

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

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
TAGS
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

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...

275 views 8 7
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