I don't want people CCd on emails to be automatically added to Request Participants

[Daniel Oliveira]

When we receive an email request, all people CCd on the email are automatically added as a participant in the ticket generated but I would like to know if there is a way that they are not automatically added or at least if they can be automatically removed by a rule.

Thanks

[Mikael Sandberg · Accepted solution]

Hi @Daniel Oliveira,

Welcome to Atlassian Community!

There isn't a setting that would allow you to turn that off, but you can work around it by creating an automation that removes request participants on emailed requests.

[Daniel Oliveira]

Hi @Mikael Sandberg

Thanks for you answer.

Is there a way to remove only the participants that were automatically added but keep the participants that were manually added after the ticket creation?

Usually we want only the requesters to be notified about the tickets, but sometimes we manually add participants and those should receive notifications as well.

Thanks again.

[Mikael Sandberg]

Yes, that is possible. The automation would trigger on issue create and remove any request participants, and it would not trigger if you manually add participants later.

[Mikael Sandberg]

Here is what my rule looks like that removes request participants:

You can ignore the last two components, that is in case HR is added to the incoming email so that they get the same request.

[Daniel Oliveira]

Thanks for your help @Mikael Sandberg

I created a rule and it's working fine.

The only notification that the users CCd are receiving is the notification that is triggered upon ticket creation. I'm assuming that this first notification runs before the automation rule. Is there a way to change that?

If I was not clear enough what is happening is: we receive an email request and when the Jira ticket is generated everybody CCd receives a notification saying that they were added as a participant in the ticket. But the automation rule is working because if you go to the ticket you can see that the users were removed from the Request participants field and they are not receiving any new notifications unless they are manually added again.

I was just wondering if we could get rid of that first notification.

Thanks again!

[Mikael Sandberg]

That is a good question. If you go to Project settings > Customer notification there is one for Participant added, but I am not sure it that one is triggered only after the request has been created or not (I haven't tested that yet). My guess is that CCd users get the Request created notification and if that is the case then you would have to turn that one off and use an automation instead that only notifies the reporter.

[Chrissy Clements]

Just an addition to the step above, consider toggling off the participant added notification in the customer notification settings.

[Daniel Oliveira]

Hi @Chrissy Clements

Thanks for the comment.

We don't want to completely remove notifications for participants. We would like to keep using the request participants field but only for users really involved with the ticket, not necessarily for everybody that was originally CCd.

Is there a way to configure that? Something that I'm missing?

Thanks again.