Servce Desk - request participants not set.

[Richard Scott]

Just in the process of testing Service Desk email integration and seem to have hit a problem with it not always populating the Request Participants.

I'm expecting this to be populated with any existing users who are included on the original email. This only seems to work if the sender has a Service Desk license assigned to them.

It doesn't populate the field for any emails from 'external' users (ie our customers!), but these will be the bulk of the people contacting our helpdesk.

We need to use automation rules based on this field, so obviously they won't work for most of the emails received...

[KellyW]

Hi Richard,

Do check the JSD Project settings >> Customer permissions and ensure that "Any customer, by typing an email address" option is selected to avoid 'external' users being excluded:

Regards,
Kelly

[Richard Scott]

Ahh... thanks.

I've changed that and will advise if it works.

That requirement doesn't seem to be documented anywhere?