My portal customers are unable to CC other customers on tickets.

[Toby Smith]

I'm unsure if anyone has had any success with this?

The CC option is present in the customer portal, and the other customers names appear in the drop down list. 

However, when asking customers to test, the ticket is raised, but it does not include the CC'd customer (despite them showing on the ticket)

When the customer uses the email address and CC another in, it does the same - raises the ticket but does not alert the CC customer.

When I have tested this myself (as admin) and CC'd in my colleague (also an admin) through the customer portal, we both receive the notifications as expected. So it is specific to customers, I believe.

I have had a play with other custom fields but am having no luck - I had a look through the 'customer sharing' permissions and amended these - changing this setting created the above scenario (whereas before, it wouldn't even allow me to CC someone in)

Any help would be hugely appreciated!

[Bruna Silva · Accepted solution]

Hello @Toby Smith,

Thank you for reaching out to Atlassian Community!

Allow me to share with you that, in service projects we have Request participants who are people agents or customers have shared a request with. They can view, comment on, and receive notifications about the request.

The permission to allow customers to share requests and add request participants is managed by Customer permissions:

• For Company-managed projects: Project settings > Customer permissions > Customer sharing
• For Team-managed projects: Project settings > Channels > Customer permissions > Customer sharing

You can see more details about customer permissions in the following document:

• Change project customer permissions

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How can customers add request participants?

Email:
As mentioned in this document, anyone with access to the service project can add request participants by including the participant's email address in the "To" or "Cc" field when creating the request via email.

Portal:
It's not possible to have the Request participants field when creating the ticket in the customer portal. In the portal, it is only possible to share requests after ticket creation by using the + Share field.

We have an open feature request for this matter, as you can see below:

• Allow adding Request Participant field into Request Form in Customer Portal

Please, click on "Vote for this issue" and also watch to receive updates about this ticket.

Alternatives to add request participants while creating the ticket in the portal:

• You can use Forms and link the Request participants field to a form field:
  • Use forms in Jira Service Management
• You can use a user picker field in the Request type form and then use an automation rule to copy the values from the user picker field to the Request participants:
  • How to add/update/remove Request Participants using Automation for Jira

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

[Toby Smith]

Thanks! The work around for using automation works!