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I don't want people CCd on emails to be automatically added to Request Participants

Daniel Oliveira_yhmloc

When we receive an email request, all people CCd on the email are automatically added as a participant in the ticket generated but I would like to know if there is a way that they are not automatically added or at least if they can be automatically removed by a rule.

Thanks

Accepted answers

Mikael Sandberg

Hi @Daniel Oliveira,

Welcome to Atlassian Community!

There isn't a setting that would allow you to turn that off, but you can work around it by creating an automation that removes request participants on emailed requests.

All comments

Mikael Sandberg

Hi @Daniel Oliveira,

Welcome to Atlassian Community!

There isn't a setting that would allow you to turn that off, but you can work around it by creating an automation that removes request participants on emailed requests.

Chrissy Clements

Just an addition to the step above, consider toggling off the participant added notification in the customer notification settings.

Daniel Oliveira_yhmloc

Hi @Mikael Sandberg

Thanks for you answer.

Is there a way to remove only the participants that were automatically added but keep the participants that were manually added after the ticket creation?

Usually we want only the requesters to be notified about the tickets, but sometimes we manually add participants and those should receive notifications as well.

Thanks again.

Daniel Oliveira_yhmloc

Hi @Chrissy Clements

Thanks for the comment.

We don't want to completely remove notifications for participants. We would like to keep using the request participants field but only for users really involved with the ticket, not necessarily for everybody that was originally CCd.

Is there a way to configure that? Something that I'm missing?

Thanks again.

Mikael Sandberg

Yes, that is possible. The automation would trigger on issue create and remove any request participants, and it would not trigger if you manually add participants later.

Mikael Sandberg

Here is what my rule looks like that removes request participants:

Screenshot 2024-07-17 at 11.47.50 AM.png

You can ignore the last two components, that is in case HR is added to the incoming email so that they get the same request.

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