Add request participants from CC by sending an email request

[Florian Gandl]

We are using standard email request and I would like to have all addresses in TO or CC to become participants by creating a ticket. 

We have allowed to create a ticket via email only for people with a jira account. As I read in several post it should work like this. Unfortunately it doesnt...

Any idea why? I there any specific setting I have to set for this option?

Version: JIRA Service Desk 3.13.0

thx

Lars

[Jack Brickey]

Lars, this should be happening. If you add an existing customer to the Cc then they should go onto the Participant list. Here is the article that explains this.

[Florian Gandl]

Hi Jack, 

thx for your answer but this is exactly my problem. It should work but it doesnt...;-)

by going through the settings I realized, that we never set up an organization. This might be the problem?!? What exactly is the organization for?

We set up, that only persons with an already existing account can request via email...

[Jack Brickey]

The Organization is a way to group user basically. Users within an organization can share an issue with other user in the same organization. Think about this scenario:

• two Organizations: Org1 and Org2 both being supported by a single project in JSD
• Org1 has users: Fred, Sally, Ivan, Cindy
• Org2 has users: Donna, Bill, Zoe
• any user in Org1 can share the issue they create with any other Org1 user but cannot share with anyone in Org2

[Florian Gandl]

ok. this might be the problem. I will set the organization and see if it works. 

any other idea here?