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This is usually required if the ticket is for email related issues.

• If someone opens a ticket on behalf of someone else and you want to add the customer to the ticket.

• If a student opens a ticket with their RRU account, but email forwarding is “off”. (The ticket updates will be sent to their RRU email account and they cannot access that account).

Also Name change tickets are best to use the personal email address for the ticket. From experience, updates to a ticket shortly after a name change do not go to the customer. I think it is due to a delay in the sync. Jira is trying to send to the “old” (pre-name change) email address because it has not sync’d yet.