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The email address from the email channel is added as requested participant. I don't want it.

Raphael Bovier

I set up an email channel to turn email messages into requests. The email adresss used for the channel ist xyz@beispiel.com. I works fine, but in each request now, xyz@beispiel.com is added as requested participant. Is there a way to turn that off and just keep the others email-addresses.

Thanks

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Ugnius Aušra

Hello @Raphael Bovier

As i understood you wrote mail from xyz@beispiel.com to jira support mail and request is created and reporter is xyz@beispiel.com and also in request participants field email is xyz@beispiel.com?

Because i highly doubt it, that it's the case.

Request participants value comes from CC email addresses.

Raphael Bovier

Hi @Ugnius Aušra

Here an exemple

raf.bov@zum.ch send a email an xyz@beispiel.com. xyz@beispiel.com is connected to JSM as Email-Channel. A new ticket is generated with raf.bov@zum.ch as reporter and xyz@beispiel.com as requested participant. That means that all the tickets, that come from the email-channel have xyz@beispiel.com as requested participant.

Ugnius Aušra

Jira Service Management does not add the email channel mailbox as a request participant by default.

If the mailbox appears as a participant, it means the address was present in the email headers (To/CC), often due to mail client behavior, aliases, or forwarding rules.

JSM does not filter out its own channel address if it is included in the message headers.

Also, xyz@beispiel.com is a usermailbox? Or is it created as a sharedmailbox?

Raphael Bovier

I found the origin of this behaviour. If I change the option in

Customer permissions

from a) "other customers in their organization" to b) "any customer, by typing an email address".

With the b) option, the email channel mailbox is always added as a request participant.

The problem is with a) a lot of "real" cc doesn't appear as requested participant (if they are not registered yet)

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