JSM, reply to customer to reach all CC'd

[Abdallah Ahmed]

I have a client that CC others when they create requests using Email so they are in the picture and so they receive updates ., But Client send a new request they receive the automated default message from JSM that their requests has been sent, but the message is only sent to the client and not to the CC'd others , and all replies and status are under the automated message.

The whole point is I need to allow client to submit requests , and when they CC anyone, those CC'd emails will receive all the updates and the "reply to customer" comments as will 

[Florian Bonniec]

Hi @Abdallah Ahmed 

Are the CC added as participants in the created request ?

https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/

In the project settings, Notifications, Customer Notification, when you edit one of the template, what is configured in the To section ? Customers involved or something else ?

Regards

[Abdallah Ahmed]

I dont have this option to add participant
"note" am logged in as Jira Admin

[Florian Bonniec]

This config looks good to me. When someone create a request from email with CC, are the CC added as participant in the created ticket ? You should see them under the reporter in the ticket on the portal view of the ticket.

[Abdallah Ahmed]

I tested, CC'd user are not added as participant , the field is empty. 

I added some emails as participant for testing  , and then performed some actions on the ticket , still no nothing is sent to the participants that i added them manually

[Piotr Witka]

@Abdallah Ahmed @Florian Bonniec 

Hi All !

Option to add CC listed into Participants field is possible when handling messages using:

- JEMH

- JETI

- ScriptRunner

I have implemented this in DC version of Jira & hope this can help you anyhow on your way forward. 

BR

Piotr