my Problem is that I can't figure out how to change the recipient e-mail address in the tickets.
Often I do get tickets that have been forwarded by our client but concern one of the forwarders client. In order to answer the ticket I need to be able to change E-Mail addresses in the comments.
How is this done?
Thanks and regards,
Jira is trying to keep track of which user made which comment. It does this by creating unique records in the database table cwd_user that include the username, and email address of the user that made the comment. I don't recommend trying to change the database as a way to resolve this. That would cause all sorts of historical integrity problems in Jira.
If I understand the problem, you just want to be able to respond to a different user than the one that raised the request to begin with. If I am correct, then all you need to do in Jira is view the issue details of this request, and then edit the Reporter field. Provided this field is listed as existing on the screen, then you should be able to edit the reporter field in order to change which user account is listed as the reporter.
Alternatively, if you're using Jira Service Desk, you might not need to change that reporter value, but instead you could add addition users to the "Request Participant" field instead. In JSD both reporter and request participants typically are expected to get notifications on issues.
Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot