Email request with a CC'ed in recepiant

[Osei Amoafo]

Hi,

I have an issue where, if a customer sends an email request and "cc" somebody in the email. The "cc'ed" in person becomes request participant.

The request participants then begins receiving notifications whenever the issue is updated or commented on.

How can I disable people who are "cc'ed" in on email issues from becoming request participants?

Thanks

Osei

[lorenzomedina]

Hello Osei, unless that your customers are in more than one organization they can't share requests with an organization via email accordingly to https://confluence.atlassian.com/servicedeskcloud/adding-request-participants-732528959.html.

However, I believe that the best would be to remove the "customer involved" from the customer notifications and leave only the "reporter" tag.

[jackie]

Thank you. 

However, while testing the following steps

1. Issue created by Customer A included Customer B & C
2. Customers B & C get email notifications, 
3. Customer B replies to the email

we found the following:

1. The customers do not see the Customers Involved in the email
2. When Customer B replyed in their email this was never received by JSD/Portal or the Customers Involved.

How do I get it to show all Customers Involved and have the email replies return to JSD/Portal?