Why I cannot Cc a partipants when I reply to the reporter

[Steve Dubois]

When our agent desk wants to reply to the reporter it does not allow them the choice to Cc a participant. Why does Jira not allow us to Cc someone when we reply to the reporter on the ticket?

[Robert DaSilva]

Hi @Steve Dubois , welcome to the Community!

When you add a comment, you should be able to @ mention any of the request participants on the issue. This should send those users a specific email that they were mentioned in the ticket.

Hope this helps!

Robert

[Robert DaSilva]

In addition, adding a new participant via @ mention should add them to the ticket, and if I recall, by default will enable notifications for them moving forward. That means any additional updates to the ticket will send them notifications.

[Robert DaSilva]

On top of this, the default Customer Notifications can be modified for your project to enable sending notifications to all participating customers. If you navigate to Project Settings, and then Notifications, then Customer Notifications, you can modify any number of the default customer notification emails.

See below for an example on the Public Comment Added notification:

[Steve Dubois]

Hi Robert,

We are not talking about a comment. The @ is only used to communicate with our staff internally.

What we want is when we click "Reply to Customer" we would like to have the option of Cc someone else in the email thread.

Thanks

[Robert DaSilva]

Hi @Steve Dubois , let me see if I understand the issue then.

You are using the Agent view of a JSM ticket to reply to customers. When you visit the bottom of the page to add a new "Reply to Customer" comment, you would like to also be given the option for other users or email addresses to CC when Jira generates the email reply.

Unfortunately, Jira does not allow for adding individuals into the CC field in the automatically generated emails. There are, however, a few different ways that you can get around this.

Option 1: @ Mention customers in the "Reply to Customer" dialogue box

• The "Reply to Customer" dialogue box is in fact a comment, just one that is "public" in nature.
  • This contrasts with the "Internal Notes", those are comments as well, but are limited to internal users of the project, and hidden from customers.
• Unless your JSM portal is open to the public, and does not require users to log into an account, your customers should have Atlassian Accounts, which is required for an @ mention.
• You can @ mention any number of people, internal and external, in the Reply to Customer dialogue, and those individuals should receive an email notification directly.

Option 2: Modify the default notification settings

• Jira has a number of default notification types, all paired with an email template.
• You can modify any of these to adjust the text that appears in the email, as well as who the email is sent to.
• One of the recipient options available is "Customers Involved".
• The Customers Involved option will include all users that are listed under "Request Participants" on the ticket itself.
• Each user will receive an individual email, and be given the option to add a new comment onto the JSM ticket itself.

Option 3: Custom Automation and/or workflow

• If you absolutely must control who receives emails both in the To line, and CC line, you have the option of creating a custom automation paired with a custom workflow.
  • You will need to disable all other notification settings so that your users and customers do not start receiving duplicate notifications.
• This is not something I recommend, as it adds quite a bit of complexity and complicates maintenance of your project.

Other than those options, you may find success searching the Atlassian Marketplace for other apps that may assist here.

Cheers,

Robert