Request Participants - Email CC's from unknown sender

[Steven Mahoney]

Hi everyone. So we get a lot of emails from all kinds of accounts so because of that we've allowed anyone to email our service desk and create tickets. When a known user listed under an existing customer (Organization) sends us an email and CC's some other email addresses, Jira service desk adds those to the "Request participants" field and sends back notifications to them as expected. But if a brand new email CC's other new email addresses, we still get the ticket but the "Request participants" field is blank. Is there any way to get this to behave in the same way, so that we can respond back to all CC'd emails even though it might be a new email address?

[Petter Gonçalves · Accepted solution]

Hello @Steven Mahoney

Thank you for reaching out!

I tried to replicate the same problem you are facing, however, the request participant was added just fine. Please, check the steps I tried below and confirm if you have done the same:

1 - From an e-mail address that is not added as a customer on Jira SD, I sent an e-mail to my Jira project address (Under Project Settings > E-mail requests) and CC's another e-mail address that is also not added as a customer.

2 - The results I got were:

- The new user I CC's was added as a customer in the project

- The new user I CC's was added as a request participant in the issue created

3 - Other observations:

- None of the users created were added to any organizations

- There are some bugs that might be causing your issue:

SD doesn't add CC-ed user through email as Request Participant 

When creating a ticket by email and adding request participants in 'cc', those don't get the create issue customer notification 

Can you please check if you might be facing one of the bugs above by trying the steps added to those bugs?

- Make sure your customer permissions (Project settings > Customer permissions) are properly configured to allow the sharing with any customer in the project, by manually entering an email address.

Let us know if this information helps or there was any misunderstanding from my side in reproducing the problem steps.

[Steven Mahoney]

Hi Petter,

     Thanks for the explanation. It looks like we had to change our customer permissions to allow sharing with any customer in the project.

[Petter Gonçalves]

I'm glad to know that my suggestions have helped you, @Steven Mahoney

Have a nice day and please let us know if you need help with anything else. :)