addition of several recipients on the portal form

[Valerie Zoltobroda]

Hello community,
is it possible to allow the entry of several recipients from a portal form? (this without having to be connected and come back to the form after its creation)

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Valerie Zoltobroda 

I don't quite follow what you want to to achieve here. Who are the recipients? The customers, or the agents? 

[Valerie Zoltobroda]

Hi Alex !

I want a customer to make a request and be able to inform other customers

[Alex Koxaras _Relational_]

@Valerie Zoltobroda 

This is what shared with do. If your jira admin has the following enabled, then any ticket created by a person who belongs to X organization, will notify all people inside this organization. Isn't this what you are looking for?

[Valerie Zoltobroda]

you have to be able to choose the recipients, for example, an employee wants to copy his bosses

[Alex Koxaras _Relational_]

Well, he/she can choose the Share With and then choose whomever he/she likes to include in this ticket. 

[Valerie Zoltobroda]

but i believe that involves filling out the form, being logged in, returning to the file and then sharing it. We would have liked to be able to directly indicate several recipients without having to do all these operations

[Alex Koxaras _Relational_]

Then you could just use JSM's email handler to do that. Have the user send a request via email and add as CC all the users he/she wants to be as participants. 

[Valerie Zoltobroda]

I'm not sure I understand. that means it does not go through the portal form?

[Alex Koxaras _Relational_]

No, this mean that it will not go through the portal. The customer will send an email with a subject and a body. Subject will be used as a summary and the body as the description. Sender will be the reporter, whereas all CCs will be requested participants (as long as they are customers in the same organization).

So if I understand correctly, what you want is for the customer to enter the portal once, complete the form, and in that form to choose the people he/she wants to share this issue with. Right?

[Valerie Zoltobroda]

We are in the process of 'educating' our users so that they go through the portal and not by email, this is the problem

[Alex Koxaras _Relational_]

First of all what I'm recommending is:

• The user creates the ticket on the portal
• Once he submits the ticket, we will see the request
• On the same screen he/she share this ticket with whoever he/she wants

That's the right way. And it doesn't take more than a couple of seconds. For me that would be the proper education. But that's your call.

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However, what you can do (although I haven't try this) is to:

• Create a multi select custom field which will hold all individual customers (decide if you want this per organization).
• When the user creates an issue, he/she must choose as well participants from that list
• Upon raising this request you'll have to add a post function (or an automation) to copy the values form that custom field to the request participant field.

Doing the above will result in higher maintenance of your jira instance. If a customer leaves, you have to manually remove him/her from that custom field. If a new one comes, you'll have to add him both to the project, as well as that custom field. You have to make sure that adding them as participants in this way, that they'll will receive a notification. I wouldn't go with that.

[Valerie Zoltobroda]

Ok, thank you for your answer and your suggestion. I will discuss it with the decision makers.