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Add request participants from CC


I am using JIRA SD to create issues from incoming emails. The Request Participant field is simply not working for me. I want all users who are in the TO and CC field of the incoming mail to automatically become Request Participants in the Issue.

However, this is not happening for all issues. Especially when group email chains are included in CC, Request participant field shows 'None'.

This is frustrating because most emails in our organizations have group email chains in CC and I want them to be Request Participants.

Please help

2 answers

1 accepted

There is no way for Jira to know what the membership of a distribution group looks like.

Hi Boris

Thanks. But it should at least pickup the other email addresses?

It just ignores other individual emails when there is a group distribution anywhere in the TO or CC field


Any fix for that?

And you're sure it works in your if you put someone in the CC field and there is no group listed anywhere?

yes. When its just individual email addresses, it works fine

Cloud or Server? If Server, what version?

Server v3.11.0

Hmm sounds like a bug, I would open a ticket with Atlassian support on this one to verify and then file a public issue on

Yes, Tried this solution on Jira Service desk Cloud version, and this solution working perfect.

Thanks @Saad

Hi @Mehmet AYDIN 


It is not working in cloud version. When user sends email to support@, the listed users in TO and CC fields do not become Requested Participant in the ticket. It is showing "none".

Appreciate your ideas! Thanks.

Hi @Jessica Madera Gumba 

The field type should be same. The custom field should be type "User Picker (Single user or Multiple Users)". otherwise you get some errors also we can use Service desk cloud.



hi @Mehmet AYDIN 


EMAIL          ---> JIRA ticket

TO: support@.... , UserA    ---> UserA should be shown in Requested participants

CC: UserB   ---> UserB should be shown in Requested participants


Can you please elaborate the steps? Thank you so much!

Like Mehmet AYDIN likes this

@Jessica Madera Gumba @Mehmet AYDIN this is a poor workaround for an external JSD.

Change customer permissions to "Who can customers share requests with? Any customer, by typing an email address."

This means any customer from any org can share an issue to any customer from any org, this is not a good behavior or configuration when users are creating issues from the portal. 


Any thoughts?

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