Adding people who are cc'd on an email to the ticket as participants

[Karol Peake]

My admin just set up a project for a customer service team to be able to handle all of the incoming emails through Jira. 

• The incoming email is forwarded to create the ticket
• The sender is auto added as a customer 

The problem is when someone has other's cc'd on their email, we need to pick up those others, auto add THEM also as customers and then auto add them as "added participants" on the ticket so that when we reply out of the ticket, the answer is going back to all of the original people on the email. 

I asked Rovo, but the answer provided led to a setting which did not appear to be the right one. 

[John Funk]

Hi Karol,

That should already be happening out of the box with JSM. If it is not, then you should create a support ticket with Atlassian to see why it is failing in that instance. 

https://support.atlassian.com/contact#/

But a couple of things to check first. 

Restricted Sharing Permissions - If the space setting "Who can customers share requests with?" is restricted to "Customers can search for other customers within their organizations," JSM will not add external or unverified CC addresses as participants. To fix this, change the setting to Any customer by typing or Any customer by searching in Project Settings > Customer Permissions.
Account Creation Restrictions - If the project is not set to allow customers to create their own accounts, JSM cannot add CC addresses that do not already exist as customers in the system. Enabling Allow customers to create their own accounts in Customer Access settings allows new CC addresses to be automatically added as participants.

I suggest you send a simple email test with your own person email address as a CC and see what happens. If it doesn't add you (and you are not already a customer in the JSM instance) then step through the two items above. 

[Trudy Claspill]

Hello @Karol Peake 

What question did you ask Rovo, and what answer did it provide?

Are the CC'd individuals in the CC of the email that is received by Jira (the forwarded email)?

[Karol Peake]

I asked Rovo if there was a way to do this.  I used the phrasing above in my question.  The CC'd individuals are on the original email.  The Jira project is receiving the email, creating a ticket, auto adding the sender as a customer and filling them in as the ticket reporter, but any 2nd person on the TO: line or anyone on the CC: line is lost.   I would like to have all of those people auto added as customers and placed into the "added ticket participants" 

[Trudy Claspill]

What was the answer Rovo provided?

I have responded to other questions in this forum asking for the same details when somebody asks Ro o and have found scenarios where the information provided by Rovo was outright incorrect.

[Trudy Claspill]

Have you reviewed these KBs from Atlassian?

https://support.atlassian.com/jira/kb/users-added-in-cc-are-not-getting-added-as-request-participants-to-the-request/

https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/

When the email is forwarded who is listed as the sender?

Is the Sender already listed as an existing customer in the target Service project?

[Ajay _view26_]

Hi @Karol Peake 

This is a currently a gap that a lot of JSM email channel setups run into, and unfortunately Jira Service Management doesn't natively parse the CC field from inbound emails and auto-add those contacts as request participants out of the box.

[Karol Peake]

Yikes, so then I would have to check every single ticket in the email inbox to make sure that it does not have any cc's or address people in the to field?  That makes the Jira project extremely cumbersome.