Add a customer on Cc field

[Dimitris Dimitriadis]

Hello, 

I have a project that customers create issues - tickets and a service desk team that controls them.

I want to add a Cc field that a customer can add one or more emails of other customers of this project in order to be informed about the process of its issue.

I 've followed the following instructions:

How to create and configure CC (Participant) field in JIRA | Jira | Atlassian Documentation

and I 've added the User picker custom field.

The problem is that in the issue creation form of the customers doesn't allow them to add an email, says "No matches found".

I thought it was permission issue, but neither service desk team can add an email after creation of the ticket on queue, with the same label "No matches found".

Only me (ORG & SITE Admin) can add them after ticket creation... But even if I 've updated the notification scheme, Cc users doesn' t receive any email!

Can you help me where I am wrong or provide me with some steps to implement this?

Thank you in advance, 

Dimitris

[Fabian Lim]

Hi @Dimitris Dimitriadis

The other option is to use jira automation following this thread. Link: https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Jira-Automation-Video-Tutorial-on-how-to-send-customized-emails/ba-p/1861508

You would need  update the conditions so that depending ok the client, different people would get emailed.

Regards 

[Dimitris Dimitriadis]

Hi Fabian and thank you for your answer.

I know that, but I want to notify other customers of the project and not the assignee or reporter of the ticket.

And the best for me, would be to reporter can set the Cc customer!

[Jack Brickey]

Is the customer (participant) is already a defined customer then the reporter should be able to select them. That is how it should work if you have Customer Permissions set to allow only customers added by agents. Alternatively, if you have the permissions set to allow “anyone on the web” then the reporter should be able to simply enter their email.

[Dimitris Dimitriadis]

Hi Jack and thank you for your answer.

Every customer is defined and I have the option "Customers added by agents and admins", but it doesn't work!

Also, even if I 've added them manually and updated the notification scheme, Cc users doesn't receive any email!

[Jack Brickey]

Can the customer add the email to the cc by replying to the “create” notification email?

[Dimitris Dimitriadis]

I guess yes, but what I want is to notify Cc users about the process - workflow of the issues and with every comment that might have.

[Jack Brickey]

If the customer replies to the notification and cc another individual then that individual will be added to the request participants. Once that is done they will be notified of all ticket updates.

[Dimitris Dimitriadis]

You mean reply through email at the automated email that receive after ticket creation. Not through Jira platform, right?

So in that case, I have to train service desk users to answer through email and not through browser by adding comment to customer... 

Is there a place that I can view request participants of an issue?

[Jack Brickey]

It should work through the browser portal as well. I think some more testing should be done on your side creating a customer test user. I just wanted to verify if a request participant could be added by using an email reply and the CC field. You should be able to see the request participant field when you view the issue from within the Jira application.

[Jack Brickey]

Please have your customer see if the can us3 the Share link on a given issue as described here - add-request-participants-through-the-portal 

[Dimitris Dimitriadis]

How it should work through the browser?? It doesn't have Cc filed, but only "Add internal note" and "Reply to customer".

On the issue form, service desk members see only the following: 

Assignee

Reporter

Request Type

Automation

But not request participant field...

[Jack Brickey]

Please note that the customer can only share the issue after the issue has been created. Please see this open feature request - JSDCLOUD-1511 

The customer can share a request with their colleagues by clicking the share link as illustrated below.

[Dimitris Dimitriadis]

I 've enabled the request participants field and seems to work fine, for now!

But only service desk members can add emails.

Now I want to find out how the customer - reporter can add extra participant(s) from the issue creation from...

Thank you very much for your help!

[Jack Brickey]

As I mentioned above the customer cannot add participants until after the issue has been created.