Opening a new ticket with others CC'd

[Tim Earl]

Hi all,

We are looking at using Jira Service Desk for our support team.  I have managed to work out how to add additional people to a ticket manually once open via the 'request participants'.  However we have many customers that like CC'ing in various people when opening support requests with us so we need the service desk to add the CC'd people into the ticket automatically.

Can anyone point me in the right direction to enable this?  Or is this a feature that is already in development?

Thanks,

Tim

[Olga Videc · Accepted solution]

Hello @Tim Earl 

Do they open issue's via email?

If that is true, check you customer permissions

Project settings- Channels -> Customer permissions -> Who can customers share requests with? need's to be set to -> Any customer in the project, by manually entering an email address.

When they create issue via customer portal, after issue creation, you will see "shared with" there they can add people to issue(only if they have the permission above)

BR, Olga

[Nitin Pai]

Hi Olga,

My requirement is also similar, 

When the requestor sends the mail to have the ticket creator, the acknowledgement mail going back to the requestor, should have an adhoc email address CC'ed .

I did check the settings in the Notification Scheme. I added All Watchers, Reporter and Single Email address (adhoc email address). but the result is that separate mail is being sent out to Reporter and adhoc mail address. I want both the Id's to be included in the initial acknowledgement mail.

Please help

[Olga Videc]

Hello @Nitin Pai 

Yes, it's sent as a separate notification, but when you receive this notification from the service desk in the bottom you can see with whom the issue is shared.

The only way to succeed this to use custom automation rule

When the issue is transitioned form waiting for approval -> open(or what status you have)

THEN send an email -> you can choose who you want to add to cc there.

If you use automation rule for approval notifications, disable default approval notification to avoid double notifications.

BR, Olga

[Nitin Pai]

Thanks @Olga Videc , for the quick response.

My specific requirement is to CC the adhoc mail id in the acknowledgement mail or in any outgoing mail, for this project. Trying to first set it up for the Issue Creation (which sends out the acknowledgement mail)

From what you said, I understand we need to have a custom automation rule set for this. I will explore it. If you have any useful links or pointers to assist, it will be of great help.

Thank you,

[Nitin Pai]

Hi @Olga Videc ,

I tried to create a Custom Rule under Automation. 

Under 'When this happens', I gave, "Issue Created"

Under 'Then do this', I gave, "Send email"

But while setting the recipients, it gives only 2 options in the 'TO" field.

Reporter or Customers Involved.

I want to include an adhoc mail Id here, independent of who ever is the requester or  anyone CC'ed in that request.

Can you please help me achieve it.

Thank you,

[Tim Earl]

Hi @Olga Videc

Our customers would be emailing their support requests in as that is what they currently do, just moving from Outlook to Jira, so they wouldn't see much change their side.  We will get them using the portal at a later date.

Thanks for you help.  That looks to have achieved what we wanted.

@Nitin Paislightly different to what we are trying to achieve, we just wanted to get CC'd people included at the ticket creation point so that if we email back to the customer it keeps those CC'd people in.

Thanks,

Tim