How do I add a person in CC to a ticket?

[Deleted user]

Hi,

We are replacing an old service desk with Jira. In the old system customers had the option to CC someone to a ticket, so they would also be informed about the ticket. I wanted to implement this within Jira as well. There seems to be no clear way of implementing such an option. The field 'Request Participant' is locked, so I can't use this one. I looked online for suggestions to this problem and found that you could create a custom field. I did this but the person I tested it with did not receive information. Are there any suggestions or best practices to this problem? 

Thanks, Tommy

[Angélica Luz · Accepted solution]

Hello Tommy,

Welcome to Atlassian Community!

When using Jira Service Desk, in order to add customers as CC to receive notifications, the correct field is indeed the Request Participants.

I see that you are a site-admin for two sites, one has Jira Service Desk and the other one only Jira Core and this question are tagged as Jira Cloud, so I just want to clarify that Request Participants is specific for Service Desk, it will not be possible to use on other products. 

Request participants is a default field for all requests, so if an agent wants to add a customer as CC, they just need to search for the customers on the field below:

For customers in the customer portal, the view is different, so they won't see Request participants, their option is "Share":

Also, when customers send an email to service desk, the people added to CC will be added as participants.

Some important things to check for customers to be able to share tickets. 

• If customers add someone that doesn't have an account, the participants won't be added. To fix this, it's necessary to allow customers to create their own accounts and to allow anyone with an account to create tickets.
• Also, you can choose if you want to allow them to share tickets only with people from the same organization, any customer in the project or any customer or organization. The best option is to select the third one. So the configuration for customers to share tickets are the ones below:

Project settings > Customer permissions

Jira settings > Products > Configuration

If you have any other question regarding this matter, please let us know.

Regards,
Angélica

[Deleted user]

Hi Angélica,

Thanks for your reply, this was the answer I was looking for. However, in our previous service desk provider it was possible to share an issue with someone while creating a ticket. I was looking for ways to implement this withing Jira as well, because that's what the customers are used to.

If there is no fix or solution to this problem I'll communicate to our customers that this will change as of Jira Service Desk.

[Angélica Luz]

Currently, the field to add participants is not available to add when creating a ticket through the portal.

The field will only show after the ticket is created and this is also true if an agent creates a ticket on behalf of the customer.

We have a feature request suggesting the implementation of this ability:

• Allow adding Request Participant field into Create Issue screen in Customer Portal

Please, click on vote and watch to receive updates about the feature.

[Rafa]

The wording is terribly confusing..

I don't want "any customer.. to search all customers". Why would I want any customer that sends an email to be able to search all the other customers we have?