I've a convoluted question regarding creating tickets via email using Jira Service Desk.
As a company with 2 email addresses for users to interact with - legacy issue!
I’m having an issue with the user not receiving customer notifications and not becoming the tickets reporter after forwarding an email from them in emailAccount1 to emailAccount2
In an ideal world this is what I would like to happen:
If the above is impossible, then is it possible for the user receive the customer notifications?
I've already tried numerous scenarios of what has been answered here.
Many thanks for any help you can offer!
Thanks for the detailed description.
As the referenced thread indicates, the only way to get “user” to be reporter would be for the agent to update the issue. However if the “user” is on the CC they should be added as a participant as the other thread conveys.
What you lose in this scenario:
Is the "user" in the CC of the 'create-email', i.e. the message from EA1 to EA2?
how are customer permissions configured for sharing? See image. if you aren't using Organizations try what I illustrate.
here is a snippet from Atlassian documentation:
If you create or respond to a request via email, add a request participant's email address in the TO or CC fields. The participant receives an email notifying them that they have been added.
Customers can add individual participants if they have permission to share requests. If the customer is in one organization, their request is shared automatically. Customers who are in more than one organization can't share requests with an organization via email.
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