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Add request participants from CC

Saad Mar 19, 2018


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

1 vote
Answer accepted
Boris Berenberg Mar 19, 2018

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

Saad Mar 20, 2018

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?

Boris Berenberg Mar 20, 2018

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

Saad Mar 20, 2018

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

Boris Berenberg Mar 20, 2018

Cloud or Server? If Server, what version?

Saad Mar 20, 2018

Server v3.11.0

Boris Berenberg Mar 20, 2018

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

0 votes
Mehmet AYDIN Nov 08, 2018

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

Thanks @Saad

Jessica Madera Gumba Mar 15, 2019

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.

Mehmet AYDIN Mar 15, 2019

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.



Jessica Madera Gumba Mar 15, 2019 • edited

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

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