It seems like the Service Desk product ignores Cc email addresses when one sends an email to the service desk assigned email and put someone in Cc.
Trace of the Cced person is then lost...
Is there something that can be done about it? A settings to handle the Cc emails?
HI @Phuong Hung,
Thanks for your quick answer.
But what happens to someone else put in Cc? Can they also be added to the ticket created for this email?
For instance, a person sends an email to the firstname.lastname@example.org
This person Ccs 2 of his bosses.
The email is taken by the service desk instance. But there seems to be no mechanism to keep track of the two bosses that were put in the Cc field of the email.
So those persons won't be notified for the followup on this request.
In my use case, all Cc email addresses have to be added to the ticket as "watcher" of this ticket.
What do you think of that? (That's something already in use in the other kind-like-service-desk software I currently use. I'm willing to replace it by JIRA-Service-Desk... )
Hi @Jacques-Yves Bleau,
We decided to send notification email to the sender only. The main reason is that we don't want to send reply to all people involved in the email. However JIRA Mail Handler indeed has this option. You cannot configure it at the moment.
You can either create a new suggestion or vote for this suggestion:
You should also leave a comment in the JSD-960 to describe your use case.
Hi @Jacques-Yves Bleau,
At the moment, only emails directly sent to the registered email address are processed to tickets. This means the TO address must exactly match with the email address in SD Email Settings.
We already had a fix to remove TO address checking to allow cc, bcc, forwarding, and mail list to work. You can keep track of the progress of the bug fix here:
When the fix is released, the Fix Version field will be updated.
Thanks - however i'm still unclear.
I (as the admin) sent an email and cc'd in some colleagues. This created the ticket in Jira and had the cc'd as participants.
My colleague then sent an email and cc'd in others and this again created the ticket however there were no participants?
Is it a setting that is required to be set?
From this paragraph in the doc that Hermance provided, I would suggest checking that first and if properly setup then something is 'broken'...
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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This is a step in the right direction. What I don't get is how this affects the community portal. Can all watchers see the support ticket from their portal? Also, if the support desk is made public, does this mean that anyone CC'd can be added as a watcher, regardless of whether they are a registered member? I need emails coming in to include the sender and any CCs, and response going out to include all those same people too. I also need all of those people involved in a ticket to have visibility in the portal. Visit Our site : Social Bookmarking Submission Site
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