My company makes extensive use of internal distribution lists. When someone creates a ticket by email and cc's a distribution list, the distribution list becomes a participant on the ticket as expected, and everyone on that distribution list receives email notifications to the distro, also as expected. However, if a member of the distribution lists replies to the ticket, their email is not handled by JSD and added to the ticket as a comment since that user isn't a ticket participant.
Is there a way to alter this behavior so anyone can respond to a ticket and have their comments added to the ticket?
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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