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Need to Respond to a Customer Who is NOT the Reporter / Creator

We are slowly transitioning our user base to JIRA to open their own tickets.  However, we have some who reach out to their known contact at the company.

When our Tier 1 responds, the email goes to the reporter/creator.  It needs to go to a different email entered by the employee.

I had tried creating a text field and ensuring it was on the help ticket.  It didn't recognize the value when I used a smart value for the email address.

Can this even be done?

1 answer

1 accepted

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Answer accepted

@Wendy Barrington -

Hi Wendy:

In JSM, you should implement "Request Participants" functionality out of the box.  Essentially, this will allow notification to go to the reporter + anyone who are tagged as "Request Participant".

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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