Detect 'To' Email Only, Exclude 'CC' in Jira Workflow

[Joelle Phung]

Hi Support Team,

I’m currently working on an automation project for our support service and had a question regarding Jira’s email handling. Specifically, I’m wondering if it’s possible for Jira to detect only the 'To' email address when creating a ticket, and not consider the 'CC' field.

For example, if a customer sends an email and includes us in the 'CC' field but isn't actually requesting support, my current automation rule automatically creates a ticket. However, I’d like to adjust the automation so that it only creates a ticket based on the 'To' email address and ignores any 'CC' emails.

Could you let me know if this is possible, or if there is a workaround to achieve this behavior?

Thank you for your help!

[Marc -Devoteam-]

Hi @Joelle Phung 

Unfortunately, this setting cannot be disabled there is a suggestion open to track this request at Provide Option To Disable Automatic Adding Of Request Participant When They Are CC'ed in an Email

As a workaround, you can create an automation to clear this field each time is updated.

1. Trigger: Field Value Change
2. Action: Edit Issue
   1. Add the "Request participant" field and leave it empty

[Joelle Phung]

Hi Support Team,

Thanks for your response.

I believe there may have been a misunderstanding of my question. My main concern is not about request participants being added, but rather about ticket creation itself.

Specifically, I would like to know whether it is possible for Jira to distinguish between emails where our support address is in the "To" field versus only in the "CC" field, and only create tickets in the former case.

From your reply, it seems this behavior cannot be controlled, but could you please confirm explicitly whether Jira supports this distinction at the ticket creation stage?

If not, are there any recommended workarounds to prevent tickets from being created when our address is only CC’d?

Thank you for your clarification.

[Marc -Devoteam-]

Hi @Joelle Phung 

No this is not an option.

If an email is sent to the mail address linked with your support portal, a ticket will be made.

Jira is not differentiating if this is in the To or CC field of an email.

To setup such a behaviour, you would need yourself to 3rd party mail integrations.

See the Atlassian Marketplace.

[Joelle Phung]

Hi Support

Thanks for your reply and the clarification.

Since Jira doesn’t currently support distinguishing between the "To" and "CC" fields for ticket creation, could you recommend any specific third-party mail integrations or plugins from the Atlassian Marketplace that would allow me to implement this behavior?

It would be helpful to know any tools or integrations that would work with Jira Service Management to achieve this functionality.

Thanks again for your assistance!

[Marc -Devoteam-]

Hi @Joelle Phung 

You could look at Email This Issue or Jira Enterprise Mail Handler