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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.

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