Why Are CC'd Email Recipients not Showing up as Participants?

[Brian Parris]

I did a test from a gmail account and CC’d another gmail address I have.  The issue showed up without the CC’d recipient so I can’t add a Customer Comment that will go to both the Issuer and the CC’d participant since they didn’t show up as a participant.

Thanks,

Brian Parris
Sr. Manager – IT Applications

XOOM Energy, LLC  

[Ivan Tovbin · Accepted solution]

Hi Brian, 

That's most likely because your customers don't have sufficient permissions to share their requests with other customers.  Go to Project Settings -> Customer Permissions to check that.

You can find more information on configuring your customers' permissions in this documentation. Also check out this documentation on adding request participants.

[Brian Parris]

Thanks Ivan,

I realized this only occured from my gmail testing but as long as it is from our company domain it works fine.

Cheers,

Brian

[Ivan Tovbin]

Yeah, that also can be the reson for this. Even if you have all your customer permissions set up right, if the copied person doesn't have access to your project (by not being a registered customer for example) then he won't be added to issue's 'Request Participants' field.