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Can requestors add CC participants themselves via email?

Almost all of our clients email tickets in which they also CC other emails. JIRA completely ignores anyone the requestor CC's. Very annoying as when someone from the CC responds, JIRA creates a new ticket and it turns into a mess, especially when there's 6+ CC emails.

2 answers

Hi @Demetrios Mallous ,

Thanks for posting in community and I think it's already been discussed here in the community with details.

  1. Please check the earlier community discussion solved  thread link - https://community.atlassian.com/t5/Jira-Service-Management/Email-creating-multiple-tickets/qaq-p/1603010
  2. Some similar article on this issue with solution - https://www.secretbakery.io/posts/atlassian-jira/fixing-duplicate-tickets-from-email-with-organizations-in-jira-service-management/
  3. Jira linking and issue to incoming email - https://community.atlassian.com/t5/Jira-Service-Management/How-does-Jira-link-an-incoming-email-to-an-existing-Issue/qaq-p/983509
  4. Atlassian documentation on creating issues and comments from email - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

More over,  could you please settings for incoming mail handler type?

Please check and let me know if that helps or respond so that others can also share their input.

Cheers

Suvradip

Organizations allow any user in that organization to view other tickets in the organization correct? If so that is a security risk and we cannot use that feature. 

Coming from a Zendesk environment, tickets that were emailed in with CC participants were simply added to the ticket upon creation, it was as simple as that. 

Default mail handler below.

Comments from emails Cloud Email HandlerDefault Cloud Mail Server  
  • Bulk: ignore
  • Create Users: false
  • Strip Quotes: true
  • senderEmail: no-reply@blahblah.net

@Demetrios Mallous, you can restrict the view access within an organization. This means that a ticket requestor will have to explicitly share it with another person in his organization, i.e.

  • cc him on his email
  • add him as request participant

Other people from the organization will not be able to see the ticket details. You can find some details in the comments on my article

Cheers, Markus
Founder of Duplicate AI // Find & Merge Duplicate Issues

0 votes
Daniel Ebers Community Leader Jul 17, 2021

Hi @Demetrios Mallous

adding people to "Request Participants" by putting them on CC works fine - probably some settings are not correct in the moment in your instance, you could check.

Here is the relevant documentation:

When you say they are just not put into "Request Participants" I am wondering if you create accounts for customers manually (if so and somebody on CC does not have a customer account in your site, it will be silently skipped). Otherwise it should work.

However, please keep in mind you are using the default handler - not a Service Management email channel. This one would probably be better to get things working correctly:

For your question to sharing request: yes, customers can share requests with members of their organization:

There are some options and probably what you currently have selected is:
"Customers can search for other customers within their organizations"

From global settings the more restrictive option you could be interested in is:
"No, don't share email requests with the customer's organization. Requests sent from the portal will not be shared unless the customer selects otherwise"

This won't be default share a request with the staff.

Regards,
Daniel

I have created a new email handler for the appropriate project with the following properties: 

Bulk: ignore
CC Assignee: true
CC Watchers: true
Create Users: true
Notify Users: true
Strip Quotes: true

I currently have this checked: Customers can search for other customers within their organizations

and Anyone on the web can send requests.

When I email into our support email channel address with a CC included, that CC email does not get added in under a Request Participant. 

Are both email addresses ( sender and cc ) added to the same customer organization in JSM?

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