Thomas, ah yes of course. Those users that are restricted to portal access (customers) cannot be put into a group. It would be good if they supported "Organization" for broadcast email. Might be worth checking if there is an existing suggesting open and if not create one. Certainly there is the option to export customers into CSV and then create a DL. Not ideal but it works. This does seem like a feature that should be supported.
Thank you for your response. We explored that area before, and it turns out that you can email groups (including "jira-servicedesk-users", which include all internal users of Service Desk).
The group idea is correct, but it does not extend to "customers," that is, external users (people who have signed-up with an account to access the knowledge base, for example).
I think this limitation is by design, but I would love to learn otherwise.
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