When the email passes through to the Service Desk to create a ticket the system does not add the people that are CC: on the email as a participant. Can you please advise me as to how to fix this issue?
Check your Customer permission for the project and make sure your Customer sharing is set to "Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project".
What are the Customer Permission settings for your Service Desk project? And what are the Global Settings for your Jira Service Management configuration?
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