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How to include cc: email which reporter cc: when sending email to open the case

Pongsak W I'm New Here Jun 06, 2021

When reporter send the email to service support, normally it will create (open) a  case automatically.

My inquiry is how to, when respond / comment / or reply to customer, automatically include his colleagues that he cc: from the start in responded email.


What I did is only to invite participant, that' s not the good way since it's not in cc: as one email. It separately send email to those participant not in the same email with cc:


Thank you for your kind answer.

1 answer

0 votes

Hello Pongsak and welcome to the Community!

Thanks for reaching out about getting your CC'ed email people added to your Jira Service Management issues. This is a great topic and we have an outstanding answer readily available, please take a look at How to CC users into a Service Desk issue logged via email, so they can get updates and add comments.

I hope the post above helps configure your site!

Stephen Sifers

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