How to show who was in CC when receiving a request via email?

Question

Hi there,

We're currently continuing our Jira Service Managment set up. As we're receiving most of our tickets via forwarded / redirected external emails (e.g. information about sick leave of our employees), it's very important for us to know if and who was in CC in the original emails. Is there a possibilty or are there settings which enable this within the ticket?

Thanks and best,

Nadja

Christina Weiner · Answer

Hi @Steve Long -Evelon-  I have similar problem/question now that it is not about the ticket, but about the email that is sent out. We need all the request participants to be visible as CC in the email so that the other people know who is already informed without going into the ticket itself.

Steve Long -Evelon- · Answer

@Nadja Farouni

So you can configure Jira Service Management to auto add cc'd people as request participants to the ticket, however to do this they must already have an account set up on your instance, or, you need to change the customer permissions of the project in regards to sharing to, 'Any customer, by typing an email address'. Ticket for ref: https://jira.atlassian.com/browse/JSDCLOUD-7934

Also just so you're aware, there's an audit log for all incoming emails under 'Email requests' where you can download the raw email if you want to check something out in detail. (see screenshot)

Hope that helps - Steve.