Is there a way to show people who are CC'd on a Jira Service Desk Ticket as a Requested Participant?

[Carla McSorley]

Hi,

My team are currently using Jira Service Desk. Tickets are created via external users mailboxes and we want to have visibility of any tickets where there is a CC added. Is it possible to display this without the cc'd individual being recognised as a customer?

Thanks

Carla

[Vasi · Accepted solution]

Hey Carla,

I might have not enough details to answer your question, so let me know if my understanding is not entirely right.

So you can see request participant in the ticket view:

You can also use JQL to show request participants:

Is it something you are after?

If not, you can perhaps provide some examples and screenshots if it is helpful.

Let me know!
Vasily

[Carla McSorley]

Hi @Vasi, 

Thank you for your response. 

Yes, this is what we are looking for, we have the requested participants field but it is not populating when a CC is added and was hoping to find out how to do this.

Thanks

Carla 

[Carla McSorley]

To add, this is when an email is sent from an external customer to our company mailbox, we have a redirect to the Jira email address. 

[Vasi]

Hey Carla,

So there could be couple things to consider:

1. Are those external customers were ever a part of your Jira Service Desk? Or these are absolutely new users?

If they were a part of Jira Service Desk before: they are JSD customers, or a part of JSD organisation, then this setting should be sufficient:

Choose your JSD project -> Project Settings -> "Customer permissions" -> "Who can customers share requests with?"

This setting should help to allow other customers to share tickets between each other. "Sharing" basically means to add participants.

2. If those external customers are absolutely new, and don't have any relation to JSD then there will be additional settings to change:

To add non-existing customers as a participant on a ticket, you would need to open your portal by doing the following:

1. Go the Jira Settings > Applications
2. Under Jira Service Desk > Configuration
3. Can customers create their own accounts? Change this to Yes
4. Can customers access and send requests from the help center without logging in? You can change this to Yes if you want customers to access your portal without an account
   • Please note that If you turn on this setting Can customers access and send requests from the help center without logging in? then people can browse these portals and send requests without logging in. Basically, you are making the portal accessible to anonymous users. However, they would need to signup in order to view their request on the portal and they cannot view request raised by others.

Now, the fact that you are redirecting emails might add some complexity as potentially you are modifying an email.
At this point it would be hard to advise.

So, this is what I am recommending:

Give it a go with above configuration and check if it works now.
If still there are some difficulties, you can try to attach one of the emails that are meant to be sent to JSD (forwarded ones).
I am mostly interested in "header" of the email.

Thanks,
Vasily  

[Carla McSorley]

Hi @Vasi

I have tried the configuration above and the requested participant field is still not being populated. 

Below are the details of the ticket. 

The CC is being added when the original email is sent. What specific header information are you looking for?

Thanks

Carla

[Carla McSorley]

Hi @Vasi

I used the JQL Query solution and this worked :) 

Thanks so much for your help.

Carla

[Vasi]

@Carla McSorley , awesome!
Happy to hear it is sorted :)

So, do I understand it right that for now it is all good?

If so, feel free to "accept answer" in this thread so that we could mark it as "resolved".

Happy to help,
Vasily