JSM Email Request - Reply All option

[Vignesh Jayagopal]

Hello,

We have integrated our HR email box with JSM project where all emails sent to that emailbox will be created as JIRA tickets.

In Some emails, employees will cc the managers and send the emails, those cc persons will be added in the request participant field.

In some cases, the agent have to reply only to the customer directly and in some more cases agent has to reply to all the persons in the request participant field.

Below is our customer notification for Public comment. If i add "Customers Involved" value in below, all the replies goto all the request participants for all the requests.

Is there any way where the agent can define which replies should goto the customer alone and which replies should goto request participants?

[Samuel Gatica _ServiceRocket_]

Hi @Vignesh Jayagopal 

In Jira Service Management (JSM), when handling customer notifications, especially with multiple request participants, the default settings may not allow agents to selectively decide who receives a notification based on public comment. However, there are a few strategies that help with your needs, such as:

• Automation for Selective Notifications: Set up Jira Automation rules to customize notifications based on certain conditions (e.g., if a particular label is added, only certain participants are notified). However, this may require complex rules and careful configuration.
• Manually Adjust Notifications:
  Custom Notifications: The agent can manually adjust the recipients by temporarily editing the customer notification settings, though this is less practical on a ticket-by-ticket basis.

Best regards

Sam