Configure email copy when opening a ticket

[Rodrigo Ogando]

How can I configure a COPY (CC) field so that the user can enter more emails when opening a ticket through my portal?

[Trudy Claspill]

Hello @Rodrigo Ogando 

Welcome to the Atlassian community.

Can you confirm that you are working with a Jira Service Management project, and your reference to the "portal" means the Customer Portal?

Do you simply want to record the emails, or do you want the specified emails to receive the same notifications as the user that opens the issue?

[Rodrigo Ogando]

Hi Trudy Claspill.
Yes I work with the Jira Service Management. Exactly, I refer to the Customer Portal. I need the customer to be able to enter other emails when creating the ticket and these emails will receive my responses.

[Trudy Claspill]

Are the emails for people who are already customers of your Service Management project with access to the portal?

Do you allow your customers to access the Share option to share issues with other customers?

[Rodrigo Ogando]

Yes, customers who already have access to our portal and new customers who may have access as well.

No, we are not using the option for the customer to share problems, we only use the option for the customer to schedule other emails.

[Trudy Claspill]

The Share functionality would allow the customer to specify other customers to have access to the ticket, and the Notification configuration for the project could be set to automatically sent notifications to those "Request Participants" as the ticket is updated.

If you choose not to use that native option, how are the other emails going to be composed and sent to those users?

[Rodrigo Ogando]

I believe we confused the configuration, Truddy. Validating again is checked "Customers can search for other customers in their organizations or enter the email address of other customers in their projects."

But from what I understand, this configuration allows him to use @ to search and tag another person, correct? Wouldn't there be an option that would insert a CC field like we have in email fields?