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JSM cc field and internal note

Kim Boyles
Kim Boyles Oct 30, 2023

We have a JSM instance with a project for engaging with the healthcare sector.  We would like to add one or multiple people a ticket/discussion in the same way you forward an email.  The point it we do not want to include the original requester in the discussion.  We engage with others...come to a conclusion ...then get back to the original requester.

 

Is this possible in JSM?

 

Thanks,

Kim

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Rilwan Ahmed
Rilwan Ahmed
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Oct 30, 2023

Hi @Kim Boyles ,

Customer notification involve "customer involved". i.e. they include reporter, request participants and Organizations added to the ticket. So all users who are involved in ticket gets notified or can see the discussion. 

Workaround:

  1. Create linked ticket using Project Automation
  2. Make jira automation has reporter of the linked ticket
  3. Add only required  users to it.  (May be copy from parent ticket)
  4. Have discussion in Linked ticket and later update the main ticket 

Sample automation rule screenshot:

image.png

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