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
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:
Sample automation rule screenshot:
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