New request alert fails when there are CC'd addresses

Question

Hello,

I've set our Service Desk up so that whenever a new request is made, I get an alert. There have been 2 instances so far where requests appear in the queue, but do not send an email alert to me. Both were when the customer emailed the helpdesk and CC'd individual people. How do we work around this alerting issue?

Also, it did not make the CC'd people Request Participants. Any thoughts?

Jessica Suhre · Answer

Hi @Mike Bowen

Thanks for taking the time! That does explain that piece as my settings are not those. However, I'm not sure why it's not sending me an email alert as configured- I not only set myself up specifically to receive an alert when an issue is created, but I'm also the Project Lead. Any ideas why, when there are CCd members, I might not get that alert?

Mike Bowen · Answer

Hi @Jessica Suhre

Check out this response by @Angélica Luz - https://community.atlassian.com/t5/Jira-Service-Desk-questions/Service-Desk-Email-cc-Participants/qaq-p/921950

Specifically the bit:

To ensure that anyone added on the CC will be added as a participant, you need to allow customers to create their own accounts.
First, you need to go to Project settings > Customer permission > Who can customers share requests with? > Any customer or organization, by searching this project > Save.
Them, go to Jira settings > Products > Configuration > Can customers create their own accounts? > Yes, by signing up or sending a request.

-Mike