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People in cc not seen in the ticket

Irene Molins

Hi community,

I am an HR responsible and we have just implemented Jira as an internal ticket system. Currently, when a colleague sends us an email, it creates a ticket in Jira.

Sometimes, people put other colleagues in cc and we cannot see it reflected in the ticket. And when we reply, everyone receives a copy.

How or where can we see if there is more than one person in the request? And, is there a way to reply to only one person instead of everyone?

Thank you,

Irene

Accepted answers

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Mikael Sandberg

Hi @Irene Molins,

Welcome to Atlassian Community!

You should see cc:ed users in the Request Participants field. To reply only to the reporter you would have to remove those listed in the Request Participants field.

Irene Molins

Good morning @Mikael Sandberg

Thank you for your reply.
I checked what you mentioned and maybe I am in the wrong place. I took one email we have received and checked that there is another person in cc. When I check the ticket created, I see No Request Participants. Please, see the picture attached.

Am I checking it in the wrong place?

Thank you!

Screenshot 2021-09-24 at 08.55.01.png

Mikael Sandberg

Okay, go to Project settings > Customer permission and make sure that you allow anyone to submit tickets via email and that you allow the customers to search and manually enter email.

Irene Molins

Hi Mikael,

Did I change it correctly? Because it is still not working:

Screenshot 2021-09-27 at 09.46.33.png

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