Can requestors add CC participants themselves via email?

Question

Almost all of our clients email tickets in which they also CC other emails. JIRA completely ignores anyone the requestor CC's. Very annoying as when someone from the CC responds, JIRA creates a new ticket and it turns into a mess, especially when there's 6+ CC emails.

mararn1618 _secretbakery.io_ · Answer

Are both email addresses ( sender and cc ) added to the same customer organization in JSM?

Demetrios Mallous · Answer

I have created a new email handler for the appropriate project with the following properties:

Bulk: ignore
CC Assignee: true
CC Watchers: true
Create Users: true
Notify Users: true
Strip Quotes: true

I currently have this checked: Customers can search for other customers within their organizations

and Anyone on the web can send requests.

When I email into our support email channel address with a CC included, that CC email does not get added in under a Request Participant.

mararn1618 _secretbakery.io_ · Answer

@Demetrios Mallous, you can restrict the view access within an organization. This means that a ticket requestor will have to explicitly share it with another person in his organization, i.e.

* cc him on his email
* add him as request participant

Other people from the organization will not be able to see the ticket details. You can find some details in the comments on my article.

Cheers, Markus
Founder of Duplicate AI // Find & Merge Duplicate Issues