JSM Cloud & email aliases

Question

Hello,

I'm finding conflicting information on the forums about email aliases and if the alias or forwarding address is added as a requested participant.

I have a project setup and want to receive email from multiple addresses. It appears in the cloud version there is no 'dark feature' to enable this, so I wish to use either aliases or forwarding and automation.

If the email is forwarded, or sent to an alias, is the original email meant to be added as a requested participant? If so, why would that not be happening?

Pramodh M · Answer

Cc

@Jack Brickey

Actually the one sends the mail to the the email address will  be added as the request participant

And if that user is not found, then it will look in CC

Ref here

https://community.atlassian.com/t5/Jira-Service-Management/How-do-emails-forwarded-to-JSD-work/qaq-p/1379958

JP Woodbridge · Answer

it adds the original sender as the customer / requestor. it SOMETIMES adds the original email as participant

Pramodh M · Answer

But it will not add the customers name as requested participant right?

That's the point

It depends on the configuration how you have setup to decide how the requested participant is added!!