Ticketing options -

[Emmanuel F-D]

Hi,

I would like to know if is it possible to achieve what is below or maybe there is a better alternative.

Currently, I understand that the "Reporter" field corresponds to "Reply-To" and that the "Request Participants" field corresponds to "BCC" (hidden recipients).

The goal would be to also have the option to indicate a "CC" recipient, so not as the main recipient, but not hidden either.

Would it be possible to modify Jira so that we can have all three recipient options in the ticketing(like in a email)?
Reply-To, CC, and BCC

Thanks

[Mikael Sandberg · Accepted solution]

Request participants are your CC equivalent, since they can do the same thing as the reporter in the portal when they are added to the request.

And yes, you could add a third field for your BCC users, and then use Automation or the notification scheme to notify them when the request changes.

[Emmanuel F-D]

@Mikael Sandberg 

can you tell me how to add a third field for my CC users?

Thanks

[Mikael Sandberg]

You just have to create a new field, have a look at this KB on how to configure approvals.

[Emmanuel F-D]

@Mikael Sandberg 

after a create my field, I have create the "people field", how do set up te notification scheme to notify/send an email to the person that I have added to the ticket on my new field?

[Mikael Sandberg]

Go to your notification scheme (Project settings > Notifications) and edit the scheme. Click "Add" for the action you want the notification to be triggered on and then use the custom user field option.

[Emmanuel F-D]

@Mikael Sandberg 

can you show me with some screenshots, I can't find it.

in customer notifications?

[Mikael Sandberg]

Also take a look at Configure notification schemes for more information.

[Emmanuel F-D]

@Mikael Sandberg after that, is there a way to make sure that the new field is working properly?

by the way I'm in a in team-managed service project

[Emmanuel F-D]

I have added the custom field here but the person doesnt receive the email, I'm confuse...

[Mikael Sandberg]

Okay, team-managed projects doesn't use the same notification scheme as company-managed projects does, and you cannot use a custom field in the notification scheme that the team-managed project uses.

[Emmanuel F-D]

@Mikael Sandberg thanks for the help!