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How do emails forwarded to JSD work?



I have an email that forwards all emails into JSD. I noticed that when it arrives into JSD it adds the email account that forwarded the email as a 'Request Participant'


How does it do that?



4 answers

This thread is still a popular result for "Jira forwarding address is added as request participant," and I contacted support about this today. I completely forgot how I'd solved the problem in the past, and they were helpful.

When Jira finds the forwarding address in the "To:" field of a new email, it automatically creates a customer/portal account for the address and adds the new customer to Request Participants. The way to fix it is deceptively simple: if you revoke a customer's access to the portal, they can't be a request participant anymore!

So, do the following:

  1. Go to your site's administration at https://[yoursite]
  2. Click on Products. Under 'SITES AND PRODUCTS', select the site you wish to hide the customer from.
  3. Select Portal customers and search for the account you want to hide
  4. Click on ••• next to this account and select Revoke access

I'm having this problem also.  It's very annoying.  Is there a way to turn this off?




I can also confirm, no cc, no bcc, no automation.

We are actually having the same problem but it just recently started happening.  Did you ever figure out a solution to this?


0 votes
Jack Brickey Community Leader May 14, 2020

The from address is considered to be the Customer/reporter so if the email is not already in the system it will be added. Unless you have the project setup such that only customers your agents add to the project. In that case an unexpected email would be rejected.

@Jack Brickey

Thanks the reply.

Yeah I am ware of that. my question was around why the email account that is doing the forwarding is being added a 'Request Participant' and not referring to the 'Reporter' as you mention. 

Jack Brickey Community Leader May 14, 2020

Is it possible that the email address is also in the CC list? If not possibly some automation?

@Harry Bob Did you ever get this sorted? Facing the same error on cloud and can not seem to get rid of the forwarding address set as request participant. Could always try automations to remove it I guess. 
Thx 😊 

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