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User creates ticket, manager gets CC'd

I am looking to see if there is a way to have a users manager be CC'd on the ticket they create in an company effort for their management to be "in-the-loop" for their issue.


Is this possible.

1 answer

0 votes
Brant Schroeder Community Leader Apr 21, 2021

@Greg Hart 

Jira Service Management (JSM) does not really have a great way of identifying a manager.  This would be something that you would have to do and for a large organization it would not be possible.  I would suggest using the organization feature in JSM.  Add an organization to a service project | Jira Service Management Cloud | Atlassian Support  This will allow you to notify others in the organization when an issue is submitted.  This is as close as you can get.  

I have seen some companies create a custom field that lists the managers and then the users submitting the issue has to select their manager and then they use an automation to send an email to the user selected in the list.  This would also be an option.

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