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?
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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