Reporter Added as a Participant Creating double emails

Question

Hi,

We receive tickets from a forwarded email account. For example Person A might email our Forwarded Email and other people. This creates a ticket with the sender as the Reporter and everyone else as a Request Participant. Which is exactly what we want.

The issue is sometimes the other people who were on the email respond back to that email and not the JIRA "We're on It" auto response. It adds their email as a comment (which is great) but it then adds the original Reporter as a Request Participant and I believe then emails them twice.

Is there a way to set up Service Desk to block someone being the Assignee, Reporter, or Participant if they are already in one of the other roles?

Thanks,

Ryan

Angélica Luz · Answer

Hi Ryan,

The participant should also receive the "Issue created" email.

In my case, it was From Email1 to projectemail@atlassian.net and Email2.

The Email2 will be added as a participant and receive the original email, the request participant notification and the issue created notification.

Note that, as the screenshot shows, both notifications will show on the same email and not separated.

Regards,
Angélica

Ryan Sinnott · Answer

Hi Angélica,

Again thank you so much for your help. We already had "Customers Involved" set up to receive Request created. We did not originally have "Reporter (customer)" so I added that as well.

I retested by sending an email from Email1 to Email2 and our ticketing email. The Sender/reporter email received the Request created email back but not Email2.

I then retested by following the same process as above but emailed the JIRA Email channel email instead of our forwarded email account. Again our Sender/Reporter got the Request Created email but not the CC'd/Email2.

Is there anything else from a settings/permission standpoint that might be causing this email not to be sent?

Thanks,

Ryan

Angélica Luz · Answer

Hi Ryan,

It's possible to send the Request created notification to participants as well. They will receive both notifications. I tested and the participant receives the original email and then the Jira notifications:

To configure that, please go to Project settings > Customer notifications and click on Edit for the Request created. Adding "Customers involved" will make participants receive the email.

Regards,
Angélica