Add participants from CC - Jira Cloud

[helpdesk]

Hello,

How to add automaticly in participants people in CC of mail to ticket ?

Im using Jira Cloud.

Best regards

Mathias

[helpdesk · Accepted solution]

Hi Jack,

I wanted to say to add request participants who are in CC automaticly.

[helpdesk]

Someone please I need help.

[helpdesk]

@Benjamin Paton 

@Jack Brickey 

there is a way to setup request participants automaticly when I got contacts in CC of mail ?

[Benjamin Paton]

I just had a look back on this, you need the middle option for Customer Sharing. After you select it, it will provide information which confirms the behaviour you desire.

[Jack Brickey]

True IF those on the CC are not yet customers, I think. In other words, you need to decide if you want to automatically create customers in a project and if so you select - “anyone on the web...” and “Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project”. If you do not want to automatically add customers then - “customers added by agents and admins” and “Customers can search for other customers within their organizations”. The point here is, IMO, the decision to allow new customers to be added ‘uncontrolled’ is the first question you need to answer/decide on, sharing is secondary.

[helpdesk]

@Benjamin Paton  Thank you for your answer. It works !

 the middle option for Customer Sharing: Any Customer, by typing an email address

@Jack Brickey  Thanks for your help too !

[Jack Brickey]

Be aware, if you use Organizations to silo your customers, using the middle option would allow customers in unrelated organizations to add each other. As they type they auto-complete, I believe, will illustrate the customers.

[Leon]

can we not allow autocompletion when customers want to share the issue with others?

[Jack Brickey]

This should happen by default if you have sharing enabled.

for example...

[Jack Brickey]

Any Cc users should be added as RP automatically if sharing is configured as mentioned.

[Benjamin Paton]

This depends on if those users have accounts or are allowed to create accounts. 

In the above screenshot, you need to have project access set to Anyone on the web.

[helpdesk]

people in cc of a mail to ticket are not added in request participants.

so they reply me from their mailbox and it create new ticket for the same issue...

[helpdesk]

here that I need:

[helpdesk]

Do you have an idea ?

[Jack Brickey]

Did the details that Benjamin and I provided not work? Can you please provide a screenshot of your Customer Permissions?

[helpdesk]

Hi Jack,

Now its works :)