Forwarding tickets

[Mark Horné]

Hi Jira, 

I would like to forward an incomming ticket in Jira to a different (sometimes in JIRA unknown) customer. Or reply on a ticket and customize the Reporter to someone else and put the original Reporter in CC. 

For instance. 

1. Ticket comes in by email in JIRA. Reporter = Customer A
2. As a service team member I would like to answer (or forward) to this ticket with Reporter (TO) Customer B and in the CC Customer A. 

[Brant Schroeder · Accepted solution]

@Mark Horné I would suggest that you not change the reporter but leave it as the person who submitted the issue.  Then just add the additional customer as a request participant on the issue. https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/  This would allow the additional customers to receive communications on the issue and also see the issue in the portal.  

What I described above would work like this.  Customer A submits and issues to the service desk.  They are the reporter on the issue.  You add Customer B to the issue as a request participant.  Then when you respond to the issue both Customer A and Customer B will receive the response.

[Mark Horné]

Thanks @Brant Schroeder
This will work! 

[Suvradip Paul · Accepted solution]

Hi @Mark Horné ,

Thanks for posting and welcome to the community.

Could you please check with Jira Automation to achieve this, if yes -  - https://www.atlassian.com/software/jira/features/automation?

Please let me know your feedback on this and please accept the answer of this helps.

Thanks.

[Mark Horné]

Hi Paul, 

I don't see how this is going to work for me. 

The thing is that the person I like to forward the ticket to, or to answer to in Jira, is by forhand not yet known. 

So this is not always the same person in question. 

[Suvradip Paul]

I posted a response explaining the details but somehow it's missing here. Any ways @Mark Horné , I hope the issue is now sorted.

[Mark Horné]

Hi @Suvradip Paul ,

Yes i found-out that 'Request participants' is CC. But i see that the person needs to be in listed in JIRA. But that is fine. For now it works for us. Thanks you!