Is Jira capable of sending emails to both internal and external emails

[Teri Yeargin]

Is Jira capable of sending emails to both internal and external emails? We have many requests that require approval, and we need to send emails to obtain approval or request additional information. Our Jira administrators have stated that this is not a capability, but I wanted to verify with the community to see if this is accurate. Our Jira is currently configured to only allow you to communicate via comments with the requester and a few others that have access within Jira; not everyone in the organization or outside the organization can be contacted. Thank you.

[Igor Medeiros - Modus Create]

Hi @Teri Yeargin

If you are open to using 3rd-party solutions for your case, our app Notification Assistant for Jira can help you with this scenario

It allows you to customize and manage notifications in a way that suits your company's custom needs, including, but not limited to sending notifications to hardcoded emails.

Feel free to reach out.

[Teri Yeargin]

@Igor Medeiros - Modus Create Thank you. I'll share this with my leadership and follow up if they're interested.

[Dan Breyen]

Hi @Teri Yeargin welcome to the community.  We're using JSM Cloud and emails are being sent to our internal staff (Internal Customers, Agents, and Collaborators are all getting emails), and our External Customers are getting notification emails with any of our Agent responses. 

That is the intent of the system.  If someone is only looking at the ITSM Sample system, that sample system could make an impression that JSM is only intended for internal use, but that is not the case.

We didn't make any configuration changes that I'm aware of to enable that setup.  I know we're using Organizations to separate out our customers.

Hope that helps.

[Teri Yeargin]

Thank you @Dan Breyen . Your comment makes me wonder if something isn't setup correctly in our system as we can't @ many people within the organization. This leads me to believe that not everyone in the organization is a user within Jira. Also, one of the admins stated that sending emails from Jira to external emails that are not Jira customers is currently not possible.

[Dan Breyen]

I would agree if you don't have your Jira users in your Organization setup in JSM as Collaborators, they won't get the notifications.  

Here's this article I found on the different roles for JSM: JSM Roles 

Are your External users setup as customers?  If so they should be able to get emails.   

[Teri Yeargin]

No, external users are not setup as customers. I believe the fundamental reason for this is because we have a large number of external customers, such as students, who do not have corporate email accounts and communicate via their personal or school email.