Tickets not being created if CC

[Jeremy Gober]

If a person sends in a request but has others CC'd, A ticket is not being created in our portal.

How can we get it that the senders ticket will show up in the portal? We just want the ticket to appear, we are not worried about the people CC'd.

[Jack Brickey]

Hi Jeremy, welcome to the Community. So is the issue being created in Jira and just not showing in the portal for some user or is the issue failing to be created? If the former, who is creating the issue? Is a Customer doing so via email and Cc-I gotta other customers or is an Agent doing this? Keep in minds that if an agent is creating an issue on behalf of the customer then two things need to happen: 

1. the reporter needs to be set to the customer and
2. the request type needs to be set

in any event, please provide more details on your issue.

[Jeremy Gober]

The issue is when the costumer puts in a request and has others CC'd in that request a ticket is not create in our jira portal. 

But if the costumer makes a request with no one else cc'd the ticket comes through.

What we are wanting is when a consumer makes a ticket with others cc'd the original senders ticket will show in portal.