Hi, can someone help me - I'm trying to figure out the "adding participants from CC field" feature.
Our global configuration is:
Can customers create their own accounts? Yes, by signing up or sending a request
Can customers access and send requests from the help center without logging in? Yes
Our Jira Service Management project configuration is to accept email requests and:
Choose who can send requests to “$projectname” via $email_addr or the portal: Customers added by agents and admins
At the top of "Customer permissions" configuration page there is a block informing me that:
Agents and project admins can add new customers to a project at any time by including their email address in the "To" or "Cc" field when replying to a request’s email notification.
There is also a page instructing me on how to add new Customers via the CC or TO field https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/
I have a userA in this Service Management project, he has an Administrator role.
When I send an email from userA email address to Service Management email with another, new, user in the CC field - he is not added as a participant to the request or new Customer.
When I send an email answer (from userA account) to the automatic email and add new user in the CC field - he, again, is not added.
Changing the Choose who can send requests to “$projectname” via $email_addr or the portal: to Anyone on the web (without logging in) doesn't change anything.
What am I doing wrong?
