Tickets are not being created when someone is cc'd on emails

[Marte Andersen]

I'm not sure if I'm asking in the right place, but we use Jira for handling support cases. When people send emails to our support email address, a ticket is created in our Jira Service Desk. However, we've noticed that when someone is cc'd on the email sent to our support, a ticket won't be made in Jira. How can we fix this? Could it be a bug or simply a setting we need to change?

[Nikola Perisic · Accepted solution]

Welcome to the community @Marte Andersen !

Take a look at this page: https://community.atlassian.com/t5/Jira-Service-Management/Question-regarding-people-CC-d-on-an-email/qaq-p/1059459 and look for the Paulo's answer.

Let me know if it helped you.

[Marte Andersen]

Thank you! I'll get someone with permission to check the settings. It seems I might not have been clear in my question, but just to confirm: it's not only the cc'd person who doesn't show up, but the system fails to create a support ticket altogether. This means we have to manually monitor our email and create a ticket if someone is cc'd.

[Marte Andersen]

I changed my question a bit to make it more clear

[Marte Andersen]

We tried what Paulo said, sadly it didn't work