Adding people who are cc'd on an email to the ticket as participants

Karol Peake

My admin just set up a project for a customer service team to be able to handle all of the incoming emails through Jira. 

• The incoming email is forwarded to create the ticket
• The sender is auto added as a customer 

The problem is when someone has other's cc'd on their email, we need to pick up those others, auto add THEM also as customers and then auto add them as "added participants" on the ticket so that when we reply out of the ticket, the answer is going back to all of the original people on the email. 

I asked Rovo, but the answer provided led to a setting which did not appear to be the right one. 

John Funk

Hi Karol,

That should already be happening out of the box with JSM. If it is not, then you should create a support ticket with Atlassian to see why it is failing in that instance. 

https://support.atlassian.com/contact#/

 

But a couple of things to check first. 

Restricted Sharing Permissions - If the space setting "Who can customers share requests with?" is restricted to "Customers can search for other customers within their organizations," JSM will not add external or unverified CC addresses as participants. To fix this, change the setting to Any customer by typing or Any customer by searching in Project Settings > Customer Permissions.
Account Creation Restrictions - If the project is not set to allow customers to create their own accounts, JSM cannot add CC addresses that do not already exist as customers in the system. Enabling Allow customers to create their own accounts in Customer Access settings allows new CC addresses to be automatically added as participants.

 

I suggest you send a simple email test with your own person email address as a CC and see what happens. If it doesn't add you (and you are not already a customer in the JSM instance) then step through the two items above.