How to include participant and requesters in the same email

[Miguel Encabo]

When a participant is included in the ticket and it is being replied actually there are two separate emails provided from jira, One to the requester and other to the participant. I need that both requester and participant are included in a single email in order to be able to escalate it.

How can this be done?

[Jack Brickey]

Hi @Miguel Encabo , welcome to the community.

Which event are you referring to here? If you have request participants and the agent was to add a public comment, for example, then all parties would be notified. So I am unclear what you are referring to here regarding the same email. Can you explain what event is causing different emails to be sent? maybe there is some automation that is sending a separate email here? 

[Miguel Encabo]

The event is Reply to customer. When I use reply to customer and participant are included instead of include the participant in the mail provided by Jira it is creating two separate emails, one for the customer and other for the participant and in any case both of them are in the same email. I need that the customer and participant are included in the same email so later they can interact by their selves.

[Miguel Encabo]

To resume what I need is that when I reply to the customer the mail is send to: requester + the participants or SendTo: Requester CC to: participants

[Jack Brickey]

When the reply to customer is made an email is sent from Jira email handler to each participant. If any customer that receives that email replies to the email the all parties will be updated by another email as the reply will be a public comment. So all participants can interact via replies.

[Miguel Encabo]

And there is no way to include all them in a single email?

[Jack Brickey]

I think what you are asking for here is that all participants are displayed in the To or Cc fields. Is that correct? Assuming so then natively no that is not how Jira email handlers work. You could consider a third-party email handler which may produce that result. Keep in mind that a customer can use the portal to see who the issue is shared with.