Users in request Request participants are not being captured

[Mark]

Hi Community i have a question 

When we are trying to create a ticket via mail and adding the users in cc they are not appearing in request participants field

Customer access and permissions is already enabled 

User is added as service desk customer and when this user is trying to create the ticket via mail in jsm adding several other people in cc the user is comming as a reporter but the cc'ed members are not appearing in request participants field

I need urgent help can any one provide me a resolution if ever experienced the same situation

[Arkadiusz Wroblewski]

Hello and Welcome @Mark 

@Andrea Robbins  is right to check Open access and allow customers to create accounts, but there is one more setting I would look at first here: Project settings -> Access -> Customer permissions -> Customer sharing.

Atlassian has a Cloud KB for this exact symptom, and the users added from CC depend on those sharing rules. If sharing is limited to organizations only, then users outside the reporter’s organization, or users not in an organization at all, may not get added as request participants even if they already exist as customers.

Users added in CC are not getting added as request participants to the request | Jira and Jira Service Management | Atlassian Support

[Andrea Robbins]

You have to make sure that this is enabled plus the ability for users to create their own accounts:

To get here, go to Project settings > Access > Customer permissions > select the option above > Click on Save

[Andrea Robbins]

here's the screenshot of letting users create their own accounts:

To get here, go to the setting cog > Jira apps > Customer access under Jira Service Management > Click on the option above > Click on Save

Let us know if this works for you, thanks!

[Mark]

Hi @Andrea Robbins 

Thanks for the quick responce but all the above are already enabled still it's not populating the users in the field 

[Andrea Robbins]

Check also:

What is it set to for the Customer Access Restricted or Open? It is required that it is Open. It's the first screenshot I shared, but set to Open instead of restricted.

If that's set to Open already the last thing to check are the account options you have enabled, either internal or external.

If internal, is checked, see if the CC'd users (if they really are internal) are set to have that domain provide JSM customer access.

If External, ensure it is checked, and if you have domain restrictions, ensure this isn't restricting the emails of those you expect to be added.