Incoming email handler/Service desk email handler

[Romain Regnier]

Hello,

In the documentation, it is explained that it is better to use the service desk handler to create a service desk request.

However there's no way to add the users in CC of the incoming email as watcher of the new created issue. Is there any way to manage this? 

Thanks,

Kind regards,

Romain

[Brant Schroeder · Accepted solution]

The service desk mail handler automatically adds individuals cc on an email as a request participant if you have your permissions setup properly on the service desk for this to occur.  This allows the cc'd users to see all public comments and view the issue in the service desk portal.  Watchers in the service desk must have a JIRA license (Core or Software) and must have permissions to the desk by adding them in the users and roles section of the project settings.  Can you explain why you would like the CC to be watchers and not request participants.

[Jack Brickey · Accepted solution]

Cc should be added as "Participants". At least that is how i recall it working. haven't tested in some time.

[Romain Regnier]

Thank you very much guys, I completely missed the "participant" bit when I did my service desk's implementation. 

Kind regards,

Romain