Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Add all emailers as request participants automatically

Hi folks, sorry if this has been asked before but I couldn't find something that matched this situation.

We're running JSD 4.13.9 and interact primarily via email and not via the portal. All of our customer email addresses are forward to a different email of their choosing, from which they can respond from. When they respond from this different email a "No access to request" label is shown next to the user (as expected). 

The main problem is if they CC someone from this "different" email who is also not a customer, that person does not get added to the request as a request participant which is what I want to change. The original way I wanted to tackle this was to just add any email as a request participant, but I didn't get far in the automation rules. Any ideas on how to implement this? 

1 answer

How are your portal permissions configured?  Are the users who are added as a CC already customers in the portal? 

I'm sorry for the late response on my end.

How are your portal permissions configured? 

  • Public email comments are allowed
  • Public signup is allowed, and customer accounts can be created via CC.
  • Anyone can email/raise a request
  • Customers can share requests with anyone

I hope that covered what you meant, if not I apologize!

Are the users who are added as a CC already customers in the portal?

In this scenario, not initially. However, due to our permissions when they are CCed they have an account created. However this doesn't change anything because the sender isn't the same email as a request participant/reporter, therefore it seems they can't add the person they CCed even if they're both customers.

That's a bit tricky, I don't have a solution for you unfortunately.  What plugins do you have installed in your instance?  We might be able to utilize one of them.

Unfortunate :(

 

Currently the only plugin that seems potentially relevant is the JSU automation suite. I'm trying to see if there's something I can do here at all. I'm also open to installing different plugins if you have any suggestions at all. Thanks for the help so far!

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,475 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you