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

Adding an email distro list as a customer and requested participant

We added an email distribution list as a customer and are able to add them as a requested participant to our tickets. However, when an individual on the email distribution list replies to the email generated by the ticket, it ends up creating a new ticket because the individual was never added, just the DL. Is the only way around this to not add DLs and instead add individual users?

1 answer

Hi @Alex Barron, right now you need to clean this up manually:

  • Add the person's email address as a request participant of the original ticket
  • Copy over the main content and other stuff (watchers, comments, ..) to the original ticket
  • Close the duplicate ticket


I'm launching a private app beta on the atlassian marketplace to semi/fully automate all of this. Let me know in case you'd like to try it out.

Suggest an answer

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

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

627 views 5 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