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
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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