Emailed requests and distribution lists

Duarte

Hello,

I have a service management project with emailed requests enabled.

 

The channel access is open and "Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project".

 

My problem is when users send an email including a distribuition list in "To" or "Cc" field, because users added in To or CC are added to the ticket as request participants. But distribution lists also receive an invitation email from Jira to complete their registration (and every user in the distribution list receives it). How can I avoid this?

 

Thanks in advance.

Best regards,

Duarte

Susan Waldrip

Hi @Duarte, Welcome to the Community!

This is something we also deal with and, as @Marc -Devoteam- said, there's no way for JSM to automatically identify a group email account. How we address it is two-fold, but mainly we find it's a customer/user training issue:

1. The agent has to review the Reporter, Request Participants, Approvers (if any), and Watchers (if any) to try to identify group email accounts. The agent then makes a determination if that group email should remain on the issue and receive all the back-and-forth JSM emails or be removed from the issue.
2. We provide training to new customers and agents in which we ask them to avoid using group email accounts in their JSM requests, mostly because if someone who receives a JSM email via the group email account responds to a system message as an individual, JSM may open a new request for the same issue but it won't be linked. It becomes a clean-up nightmare.

Hope this helps, and good luck!