How to automatically add CC'd email addresses as request participants

Question

When receiving email based support requests, the person the email is from shows up as the reporter. However, anyone who is cc'd on the thread is not added as a request participant. This causes new tickets to generate when anyone on the thread replies, which clutters the support desk and causes confusion.

Is there a way to configure the service desk so that anyone who is cc'd on an email thread gets added as a request participant to the initial request?

Trudy P Claspill · Answer

@Virág Balázs

Welcome to the Atlassian community.

Are the CC'd users being added as Request participants?

Are the CC'd users being granted access to the service desk?

Does the notification scheme for the project include notifying Request Participants for the same events as the Reporter?

Virág Balázs · Answer

Hello @Trudy P Claspill

I'd like to join to this conversation as well. I've been trying to get the same thing working. Permission settings seems to be set correctly, but when someone is CC'd on a ticket, they don't receive notifications like the reporter. Is there a workaround? Or a solution?

Trudy P Claspill · Answer

Hello @Liam Lennon

Welcome to the Atlassian community!

Looking at this article, it says:

Depending on your customer access settings and project customer permissions, customers may be able to add people to the project as new customers by including their email address in the “To” or “Cc” field when replying to a request’s email notification

And it includes a link to this Learn More article

https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

If you have restrictions on who can create customer accounts or if you have made your portal invitation-only, then emails that are in the CC field that don't already have access to your portal would not automatically create an account and the ticket would not be shared with that person.

You may also need to look at the Share settings that you have allowed for your portal customers. If they are not allowed to share at all, or allowed to share only with members of their Organization, that could also impact the ability to share with CC'd emails.