Question regarding people CC'd on an email

[Mel F]

Our customer service centre is set up so that external customers will email our support email address and their email will come through as a request into Jira Service Desk.

A lot of a customers will CC people from their company when they send their email to us. These CC'd people do not populate anywhere in the Jira Issue... is there any way to fix this?

[Raynard Rhodes · Accepted solution]

Generally people will populate in the "Requested Participant" section if they are CC'd...do these individuals have accounts in Jira? 

[Mel F]

These CC'd individuals could potentially be in our "customer" list within our service desk project, and also added under an "organization," but some of they may not be... it just depends who the reporter is CC'ing on the email

I did do a test, where I sent an email to our service desk project and CC'd my coworkers... but my coworkers did not show up as requested participants

[Mel F]

also just a quick note, our customer permissions are set up so that anyone can send a request without logging in and creating an account

[Paulo Junior]

Hey Melissa,

That sounds like you're referring to the Service Desk global permission. Besides that, could you please check if the project's permission allows customers to share tickets with anyone?

Both the second and third options should do the trick. The practical difference between them is that with the third, customers will be able to "search" for other customers when raising requests on the portal (autocomplete), while the second one requires them to enter the Request Participant's (CC) email address.

Cheers.

[Mel F]

Awesome, looks like it worked. Thank you Paulo!