Notifications to request participants

[Johanna Vehkanen]

Hi,

we are using Jira Service Management without the portal, meaning customers contact us by sending an email and we answer using Service Management.

Right now this works as follows: customer A1 sends an email and includes another person, a colleague of theirs, customer A2, in the to or cc field of the email. A2 is then automatically added as a Request participant in the Jira issue which is necessary so that when we reply, both of these people receive the answer.

The problem is that when customer A1 replies to this message sent by us, only our helpdesk email address is shown in their to field in their email message when they are composing it but still customer A2 also receives the reply.

So, customer A1 thinks they are sending the reply only to us but customer A2 also receives the message. Any way to solve this? Other than enabling the portal.

Best
Johanna

[Kai Becker]

Hi @Johanna Vehkanen

the problem here is, that A2 will get a notification from Jira, because of the comment from A1. So it is not an explicit notification from A1.

I guess this would be difficult to tackle, as you want A2 to get some notifications, but not all.

What you could do: 
In customer notifications, set recipient to reporter instead of everyone involved.
That way A2 will only get the email in cc but no notification from Jira. Anyway, the message will still be visible to A2 via the portal.