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Customers create support requests via the customer portal and cc those who should be cc'd. The result is that those cc'd don't get notifications and can't see the ticket.
My understanding is users need to be added as Request Participants to be able to see the support requests they've been added to.
Question: Is there any way to make sure cc'd users are added as Request Participants automatically on issue creation through portal?
If you have the ScriptRunner add-on, there's a known work-around for this:
You'll need to capture the CC addresses and map them to users, and that's documented here: https://scriptrunner.adaptavist.com/latest/jira/mail-handler.html