Where to enable request participants

[alexej_friedrich]

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! 

[alexej_friedrich]

Hi @Nikola Perisic

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

[Nikola Perisic]

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]

@Nikola Perisic 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/

[Nikola Perisic]

Hello @alexej_friedrich !

From the service agent side:

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:

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.