Email the issue

[Marta Augustyniak]

I’m having an issue with handling CC addresses in email-created requests in Jira Service Management.

Our incoming email requests are processed via the Email This Issue (v2.2) app, which doesn’t seem to pass CC addresses to Jira.
I’ve tested a global automation rule, but it doesn’t work — the CC field is not visible in the available issue data.

As a result, people added in CC are not shown as Request Participants and don’t receive any further notifications.

Has anyone experienced the same issue?
Does a newer version of the plugin (for example 8.x) support automatically adding CC recipients as Request Participants?
Or is there any alternative approach to achieve this without switching to the native Jira Service Management email channel?

[Trudy Claspill]

Hello @Marta Augustyniak 

Welcome to the Atlassian community.

Are you using Email This Issue by META-INT KFT or Email This Issue for Jira by Programmer Hat?

If you are using "Email this Issue":

Looking at Email This Issue, v2.2.0 is the latest version available.

Can you confirm that you have set up the rules for handling CC content as described in the documentation:

https://docs.meta-inf.hu/email-this-issue/adding-editing-a-mail-handler/email-this-issue-for-jira-cloud-mail-handler-actions/adding-recipients-to-request-participants

Can you confirm that the people in the CC field are already in your system as Customers? If they aren't, have you set up a Create Customers action?

(Disclaimer: I have never used the app before. I am basing my response off the app documentation.)