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Email Request Don't Create Tickets When Other Email Addresses Are Included in the To or CC lines

We have a dedicated email address setup for our Jira Service Management ticketing system. When users email only the dedicated email address a ticket is created without any issue. The issue is when user either include another email in the To or CC address bars along with the dedicated email address, there is no ticket created in the Jira Service Management system.  Below are screenshot of what was recorded in Jira Service Management system and what came into our dedicated email address for the system. 

 

JiraServiceManagement_ReceivedEmails.pngOutlookEmailsToJiraDedicatedEmail.png

 

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