Tickets with full mail CC capabilities?

[w.sieverink]

Hello all! I'm fairly new to Jira and it's software. Our organisation has been using it since April and I've only started here in july so been using it as a user for 3-4 months now.

We've got our ticketing system running in Teamwork at the moment but want to migrate this to Jira Service Management Cloud. I've been given this assignment (and also the admin rights to the organisation) and almost all features and functions we use in Teamwork are there in Jira Service or can be created with workflows or automations. However, I've got 1 feature in Teamwork which I cannot seem to find or be able to create in Jira. And this is a dealbreaker for us: It's the way teamwork handles incoming mails and the way you can reply to the tickets. Let me demonstrate:

• Whenever a ticket is created in Teamwork. The mail is saved with the ticket but also shows all the TO, FROM and CC fields of the mail.
• When I click on reply on this ticket, the reply automatically fills in the TO and CC field based on the mail used to create the ticket.

What I need/want in Jira service is that when a mail comes in to create a ticket, people from the CC are somewhere stored in a (custom) field so we can see who else has received the e-mail. And when I go on to reply on the ticket, I should be able to mail to not just the 1 person who created the ticket but also the people from the CC.

I've tried a few things but the 2 worth mentioning are:

• I've tried the CC watchter function in the mail handler. It says it's on true but whenever I mail to create a ticket, the customer who's in the CC and already a customer in Jira, that mail does not get to be set a Watcher.
• I've created a custom field 'Reporters' in which you can set multiple users. Manually I can set this to the correct people. But this should be filled in by an automation which takes the CC part of the mail and fills in the reporters field. But I couldn't make this work in Automations (perhaps missed a functionality?).
  • This would be step 1 ofcourse. After this I'd still need to be able to mail to these people as well.

Am I looking for something that doesn't exists? Or is it something that doesn't work from Jira itself but can be done with a Jira app like Enterprise mail handler for Jira? Hopefully one of you knows the way.

Thank you in advance!

[Ivan Lima · Accepted solution]

Hi @w.sieverink. Welcome to the Atlassian Community!

You can achieve that, and I'd recommend reading through the Receive requests from an email address documentation, where you should find all the necessary steps to get that configured.

In Jira Service Management, customers can add request participants by including the participant's email address in the "To" or "Cc" field when creating the request.

Whenever a ticket is created in Teamwork. The mail is saved with the ticket but also shows all the TO, FROM and CC fields of the mail.

In JSM, a customer emails a request to your service project email address, and the request becomes an issue in your service project. JSM adds the emails in the "To" or "Cc" to the Request Participants field - depending on your portal-only customer access settings and project customer permissions.

When I click on reply on this ticket, the reply automatically fills in the TO and CC field based on the mail used to create the ticket.

When you reply to the request, JSM will respect the notifications you set up in your customer notifications and service project notification scheme. For example, if your customer notification sends an email to all request participants, they all will receive the reply, which makes the "To" or "Cc" transparent from a notification perspective. Again, all dependent on permissions and notifications configurations.

Also, agents and project service admins can add new customers to a project at any time by including their email address in the "To" or "Cc" field when replying to a request's email notification.

Please have a look at the link I shared. Jira email handlers work differently, and we don't recommend using a Jira mail handler for service projects but the built-in processor to receive and process issue requests from emails.

I hope that all make sense.

[w.sieverink]

Hello @Ivan Lima , thank you for your answer. Due to some priority shifts at work, I won't have time this week to lookup and see if this helps me or not. Next week I'll be able to and thus get back to you regarding if this was helpfull or not.

I'll get back to you!

[w.sieverink]

Hello @Ivan Lima , 

It seems like it's possible. I did manage to get a few small things working but not everything. However, as it is taking me too long to set it up and it's a side project (far away from our core business), we have decided to leave it be for now. Later on we'll most likely ask an Atlassian implementation partner to look at what we want and see if it's a good idea or not.

Seeing as we'll most likely roll out confluence for the entire organisation in the future, security/permission will become a thing as well. And it will also change on how we'll use the helpdesk so better to do this right the first time.

Thanks again for your help!