Forward JSM issue to external

[Peter]

Hello,

we´re currently using Otobo as Ticket System for our Finance Department and we thinking of switching to JSM.

In Otobo we can forward a ticket to external users (e.g. Sales) so they can take over. 

Is there a similar feature in JSM available?
It´s not an option to invite all those externals as Agents since this happens only from time to time for each individual external user.

Adding the external user as participant would not forward the actual ticket.

Thanks,
Peter

[Trudy Claspill · Accepted solution]

Hello @Peter 

Welcome to the Atlassian community.

What do you need the external users to be able to do, related to the issue? Do they need to add customer-visible comments? Do they need to be able to change the status of the issue? Do they need to see information in the issue that is not visible to the customer?

Do you have a subscription for only JSM or do you also have the Jira product on your instance?

What do you mean by "forward the ticket"? It is true that adding a user as a participant does not send them a copy of the ticket, but it should notify them that they were added as a participant and then they could interact with the issue through the customer portal.

[Peter]

Hi @Trudy Claspill 

> What do you mean by "forward the ticket"?

Forward it just like you would do it with an E-Mail. Some request to the department might be not handled in there so they want to forward it to another person who is taking care of. 

> What do you need the external users to be able to do, related to the issue?

Nothing, they just should be able to get all information that was initially send. No comment, no change of status, no further ticket information. 

[Trudy Claspill]

Thank you for that additional information.

(Side note: if you want to learn more about Jira functionality there is free, on-demand training available at https://university.atlassian.com)

Jira does not have a native, single-button "email this issue" feature. But you could create an Automation Rule to send the details of an issue to any email address.

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

You could set up the rule with a manual trigger to prompt for entry of an email address.

https://support.atlassian.com/cloud-automation/docs/jira-automation-triggers/#Manual-trigger-from-issue

You would trigger the rule from an issue you want to email.

In the rule you would then use the Send Email action to send the issue information to the specified email.

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Send-email

You would use Smart Values to specify in the email content the information from the issue that you would want to send; i.e.

{{issue.summary}}

{{issue.description}}

{{issue.reporter.displayName}}

[Peter]

@Trudy Claspill That´s exactly what I was looking for :)

Thank you very much!

[Trudy Claspill]

You're welcome!

I think there are also third party apps in the Atlassian Marketplace the might include an "email this issue" feature, if you were interested in using an app instead.

https://marketplace.atlassian.com/search?query=email+issue&product=jira&hosting=cloud