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Tickets are not being created when someone is cc'd on emails

Marte Andersen

I'm not sure if I'm asking in the right place, but we use Jira for handling support cases. When people send emails to our support email address, a ticket is created in our Jira Service Desk. However, we've noticed that when someone is cc'd on the email sent to our support, a ticket won't be made in Jira. How can we fix this? Could it be a bug or simply a setting we need to change?

Accepted answers

Nikola Perisic

Welcome to the community @Marte Andersen !

Take a look at this page: https://community.atlassian.com/t5/Jira-Service-Management/Question-regarding-people-CC-d-on-an-email/qaq-p/1059459 and look for the Paulo's answer.

Let me know if it helped you.

All comments

Nikola Perisic

Welcome to the community @Marte Andersen !

Take a look at this page: https://community.atlassian.com/t5/Jira-Service-Management/Question-regarding-people-CC-d-on-an-email/qaq-p/1059459 and look for the Paulo's answer.

Let me know if it helped you.

Marte Andersen

Thank you! I'll get someone with permission to check the settings. It seems I might not have been clear in my question, but just to confirm: it's not only the cc'd person who doesn't show up, but the system fails to create a support ticket altogether. This means we have to manually monitor our email and create a ticket if someone is cc'd.

Marte Andersen

I changed my question a bit to make it more clear

Marte Andersen

We tried what Paulo said, sadly it didn't work

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