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Email request do not create ticket if CC

Mikel Whipple September 12, 2023

I have a project that accepts email requests and sometimes people CC that email address and those emails it should not create a ticket. Is there a setting or an automation I could create that says if the email address is CC'd do not create a ticket? Thanks. 

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Joseph Chung Yin
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September 12, 2023

@Mikel Whipple -

By default in a general setup, the CC'ed users are added as the request participants and the sender of the email is treated as the request reporter.  So, cc'ed portion would not trigger an issue creation in your JSM projects.

Please take a look on this reference link (I am sure that you already know about it) to ensure your setup is configured properly -

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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