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Automatically add CCd users to Request Participants

I am having an issue with Request Participants. I see posts that this is possible, but it is not happening in Jira. When someone emails in, they tell me they CCd someone on the email but that user is not added as a request participant.

I have also attempted to do this myself and it does the same thing. The CCd user is not added as a request participant.

Users are added as they email and are not required to make an account (or have an admin make them an account). What setting am I missing?

2 answers

0 votes
Daniel Ebers Community Leader Apr 19, 2021

Hi @Brandon Kernell

I seem to remember that this works - are your settings according to the one discussed in this thread already?

https://community.atlassian.com/t5/Jira-Service-Management/Users-CCed-on-an-email-are-not-being-included-in-the-ticket/qaq-p/817602

I'd also really like you to double check logs for incoming mails which can be viewed in your instance according to this documentation:

https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/

Can you confirm you see any errors there?

Please feel free to report back whenever you wish as soon as you have learned details from viewing logs and configuration settings.

Regards,
Daniel

0 votes

@Brandon Kernell -

In our env, we use this add-on "JEMH - Enterprise Email Handler for Jira" to process all incoming emails, and it has a simple configuration setup which achieved what you are asking for.  https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview

Another alternative is to customize your WF with post-function to populate the Requested Participants field at issue creation time.  See this link for some reference - https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Adding-automatically-request-participants-from-a-custom-field/qaq-p/591943.  NOTE - This is using Scriptrunner for Jira add-on, https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=cloud&tab=overview

I am not aware of any out of the box functionality in JSM that can resolve your issue.  

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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