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Where to enable request participants

alexej.friedrich February 21, 2024

Hi there,

our goal is to add an (external) request participant to the ticket when the person is included in the CC email request. Our Financial Department is communicating with external clients who also add to CC other parties, and we would love to have those people included in the Jira ticket, so that every time an agent responds to the ticket in Jira, it notifies and author of the ticket and also actors in CC (request participants).

Also, how would it behave if actors included in CC would respond?

I hope it makes sense. I will be more than glad to clarify my question in case of any discrepancies. 

Thank you! 

2 answers

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alexej.friedrich February 21, 2024

Hi @Perisic Nikola

Thank you so much for the quick reply. This was very helpful answer. Additionally, could I ask you whether it's necessary to enable this option somewhere in Jira settings? because when I add someone in CC, the person is not assigned in Jira under request participants. 

Thank you again for your help! 

Best regards 

Alex

Perisic Nikola
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February 21, 2024

Jira Software is using a different approach - project management, which doesn't have a options for Request participants.

Jira Service Management - for request handling.

alexej.friedrich February 21, 2024

@Perisic Nikola The article I shared actually describes the feature in Jira Service Management. I'm not sure where can I enable the possibility to add person as the request participant by adding him in CC. Do you have an idea whether it's necessary to enable it somewhere or it's enabled automatically? When I sent the ticket through the email request and added in CC an external person, the person (his/her e-mail address) did not appear in request participant field in Jira Service Management. 

Thank you for any insight! 

Regards 

Alex

SOURCE: https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/

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Perisic Nikola
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February 21, 2024

Hello @alexej.friedrich !

From the service agent side:Screenshot 2024-02-21 at 13.05.58.png

You would click on the request -> More fields -> Request participants - here you would add the request participants from the agent side.

From the customer side:

Screenshot 2024-02-21 at 13.07.40.png

To add the request participant from the customer side, you would click on the Share button below the Creator of the request, where you would add the additional participants.

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