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Email responses to customers from Jira Service Desk not showing request participants as recipients

When replying to a customer within a jira service desk issue and that issue has several request participants listed, the replies appear to be sent to each individual participant and does not list any other recipients. When customers respond they re-add recipients back thinking they were not on the original reply. 

Is there a setting to allow an email to list all requested participants as recipients on the email? 

I did just come across the ${request.sharedwith} variable for the template but would prefer to have them in the normal recipient list (CC) on the email.

Thanks for any help!


1 answer

0 votes

@Romy Meyers -

I am not aware there are anything that will allow you to add those users in the normal recipient list (CC) on the email in your email notification.

Since replying on a JSM ticket it is the same as adding a public comment to the ticket, you may want to customize the customer notifications for "Public comment added" template.  Note it will not place the requested participants in the CC'ed part of the notification, but you may be able to include them in the actual notification body.


NOTE - I have not yet test it out. 

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

thanks joseph but that would just add the actual recipient - the one that received the email - and not others that were CC'd on the email. 

Have a great day!

@Romy Meyers - 

You may want to submit an ask to Atlassian Support for possible solution (  Thanks for your updates.

Best, Joseph

thanks joseph - i just submitted a ticket

Keep me posted on what support has to say about the possible solution.  Thanks for you patience.  If my assistance help you, please click on Accept answer when you have a chance.

Best, Joseph

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