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Tickets created via email are not adding watchers/cc's automatically

Robert Levine_traoao

So, if a user sends an email to my JIRA ticket creation email address and cc's or adds extra email addresses in the "to" field, they are not being added to the "to" or "cc" section when one of my service agents replies to the ticket.

I need for all email addresses in the to/cc section of the email be included on all correspondence so that everyone who needs to know about the ticket (whether internal or external) is copied all all communications.

Please help!

Accepted answers

Robert Levine_traoao

Under Customer Sharing, you need to select the 2nd or 3rd option and not the 1st...

It's very unclear on the app, but once I selected the 2nd option, it worked.

All comments

Trudy P Claspill

Hello @Robert Levine

Just to be clear, are you using an email handler to add issues to a Jira Software project, or are you talking about a Jira Service Management project?

You said "service agents" so I think you are probably talking about Jira Service Management.

In that case, the users specified by the extra emails would need to get added to the Participants field.

What are you settings in the Service Management project for allowing customers to share tickets with others? If sharing is restricted, that would impact the feature of automatically adding emails to the Participants list for the ticket.

Robert Levine_traoao

I am using Jira Service Management.

I have no restrictions set on sharing, which is why it's very odd that they're not being added as participants.

I must be doing something wrong SOMEWHERE, but a ticket generated via EMAIL does not include any of the other people in the "to" or "cc" as participants or watchers, so when someone from my team responds back to the client, only the "reporter" gets notified...

Trudy P Claspill

What are the Customer Access settings for your instance?

https://<yourURL>/jira/settings/products/servicedesk/customer-access

Are the emails in the To/CC fields emails that belong to customers that already have access to your Portal?

As per this Fixed issue it seems like there is a scenario ("when public signup is enabled") under which emails that don't match to an existing customer can automatically create a new customer account.

https://jira.atlassian.com/browse/JSDCLOUD-1593

Full disclosure, I've not had to manage Jira Service Management in Jira Cloud before, only in self-hosted and only as a service portal for internal, company associates. So, I'm doing research and experimenting with Jira Cloud SM (Free subscription) as I try to figure out the answer.

Robert Levine_traoao

Under Customer Sharing, you need to select the 2nd or 3rd option and not the 1st...

It's very unclear on the app, but once I selected the 2nd option, it worked.

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