People in cc not seen in the ticket

[Irene Molins]

Hi community, 

I am an HR responsible and we have just implemented Jira as an internal ticket system. Currently, when a colleague sends us an email, it creates a ticket in Jira. 

Sometimes, people put other colleagues in cc and we cannot see it reflected in the ticket. And when we reply, everyone receives a copy. 

How or where can we see if there is more than one person in the request? And, is there a way to reply to only one person instead of everyone?

Thank you, 

Irene

[Mikael Sandberg]

Hi @Irene Molins,

Welcome to Atlassian Community!

You should see cc:ed users in the Request Participants field. To reply only to the reporter you would have to remove those listed in the Request Participants field. 

[Irene Molins]

Good morning @Mikael Sandberg

Thank you for your reply. 
I checked what you mentioned and maybe I am in the wrong place. I took one email we have received and checked that there is another person in cc. When I check the ticket created, I see No Request Participants. Please, see the picture attached.

Am I checking it in the wrong place?

Thank you!

 

[Mikael Sandberg]

Okay, go to Project settings > Customer permission and make sure that you allow anyone to submit tickets via email and that you allow the customers to search and manually enter email.

[Irene Molins]

Hi Mikael, 

Did I change it correctly? Because it is still not working:

[Mikael Sandberg]

Did you also change your Global settings for JSM to allow customers to sign up for an account

[Irene Molins]

Morning Mikael, 

The admin of our account has confirmed to me that we have it as you showed me. 

Is there anything else we can do to see the people in cc?

Thank you!

[Mikael Sandberg]

If all that is configured correctly people in cc should be added as request participants. I would verify it by testing to add people to a test email and make sure that they are listed as customers.

[Irene Molins]

Hi Mikael, 

Now it works with the tickets! :) Thank you!!

One question: is it possible to have someone who can help us setting it up and making the best use possible from an HR point of view? I couldn't find much information focused on the needs of an HR department. 

[Mikael Sandberg]

It depends on what you are looking for, I could give some advice on it since we are using JSM for HR. But if you want someone to come in and help you your best bet is to contact one of Atlassian's partners and they can help you.

[Irene Molins]

Hi Mikael, 

Maybe we can have a call for sharing best practices with the tool? that would be great! Is there a way of sending private emails in the community?

I will keep in mind the Altassian's partner in case we need more support on setting it up. 

Thank you so much!

Irene

[Mikael Sandberg]

No currently you cannot send DMs, but that is on our community wishlist. For now Linkedin would be the best bet, just click my profile and go to Social.