All emails from TO and CC in issue

[Marijan Stanic]

Hi All,

I'm new in jira world.

Situation 1

Customer send email to open a service request or issue to jira email address but

customer put 5+ email address in CC field in mail. 

Situation 2

Customer add jira email address in loop but mail have 5+ email in TO and CC field in mail

I wish all emails from TO and CC field to be in issue, like watcher or like participants. Any action on issue must be send to all emails. For example when I send answer to customer, answer must be send to all emails.

How to create issue with all mail included?

[William Gomes]

Hi folks,

Arriving very late in the party just to share my experience with the same issue, exactly the same scenario described by this post autor.

My root cause: Project settings > Customer permissions > Customer sharing , first option selected.
Solution: Select the second or third option!

Source: https://confluence.atlassian.com/jirakb/users-added-in-cc-are-not-getting-added-as-request-participants-to-the-request-1251410551.html

[Walter Buggenhout]

Hi @Marijan Stanic,

When you use Jira Service Management, the tool handles incoming emails as you describe by design. This support article describes how it works. I am assuming this may be a feasible option for you, since you mention customers and participants, which are both typical concepts of JSM rather than Jira Software.

There's quite a few things to dive into when it comes to setting up email channels for JSM, so you may want to dive deeper into support documentation on a broader scale as well.

Hope this helps!

[Marijan Stanic]

Maybe I don't explain clear enough.

User side

Mail creation

TO: jira emai address

CC: some email adrrese

Jira side

issue created

But when issue iz created, mail from CC is not on issue

[Marijan Stanic]

Hi,

I test again and probably missing something.

When customer send email to jira to create service request and have some email address in CC field, jira simple do not add that email address to Request participants or any other issue watchers. If I send Reply to customer, answer go only to FROM field email address from original email. 

Is there any possibility to automatically add all emails addresses from original email in TO or CC field to issue to be recipients when send answer?  

[Jens Schumacher - Released_so]

Hi @Marijan Stanic

As @Walter Buggenhout suggested, JSM should handle this automatically and create a request participant when another email is added to the to / cc field of the email. 

However, there may be some additional configuration required to enable the creation of these customers accounts.

Take a look at the documentation under: https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/ 

and more specifically around creating additional accounts: https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

Cheers,
Jens

[Marijan Stanic]

Hi Jens,

should and do is not the same.

More explanation.

jira service email: ss@d14v0l0.atlassian.net

jira admin acc email: 2707974@gmail.com

customer: 2707974@e.email

customer emai in CC: 2707974@vivaldi.net

Mail for request creation

This mail creates issue

I don't see 2707974@vivaldi.net on issue.

Project setting

[Jens Schumacher - Released_so]

Hi @Marijan Stanic

I've attempted to replicated the behaviour on my instance, but it adds the email in CC perfectly fine to the request participants. I also couldn't find any hints in documentation about potential pitfalls. 

At this stage it might be best to get in touch with support, who might be able to dig deeper with you. 

Cheers,
Jens

Released.so

[Zvonimir Pavić]

Hi @Marijan Stanic

I have a similar issue. I got it (kind of) working when I added a "Request participants" field in Issue view.

Project settings -> Request types -> click on "Emailed request" -> Go to Issue view -> add Request participants field to description fields.

My only problem is that my helpdesk sometimes goes in CC, when that happens I can't see any request participants.

Kind regards,

Zvonimir

[Ethan Wantman]

Any update to this issue? I've set all these permissions as best as I can tell, and there are a few issues:

1. I can't easily see, per message, who was on what email, even if every mail recipient, whether in the TO or CC field, are added as participants.
2. The above isn't automatically happening anyway.
3. In some cases, I see two single emails going out if I add a participant, one to each, where neither knows they've received the same message.

I feel like I am missing something obvious but there are so many posts about this...it really should simply work like a mail client within the ticket, and display recipients, and have options for reply or reply all.