Yesterday a user sent several requests via email to our dedicated Jira SD Cloud email address.
For one ticket she CC'd in several others in the organisation. For this request she did not receive a notification advising her that the request has been received.
After this she sent a subsequent ticket, but for this one she did receive the notification.
This user has created tickets previously and has not had issues. The only issue was pertaining to the email that she had CC'd others into. I cannot see the email log as this is not available in the cloud version.
Could it potentially be related to the fact that others were CC'd in? It seems to be the only unique thing about this request. I checked with those that were CC'd and they did not receive a "your request has been received" notification, only one that they had been added as participants.
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Reading the details you provided, I believe that it might be to the permissions on the project.
Just to make sure, I would like to know if the ticket was indeed created with the reporter and the participants.
If they didn't receive notifications, it probably means that the email was rejected by Jira.
Please, go to Project settings > Channels > Email (next-gen) or Project settings > Email requests (classic) and click on "View logs".
On the Processing log tab, it's possible to see all emails that generated tickets/comments and the ones that failed.
Feel free to share a screenshot with us, just make sure to hide private information.
If it's related to permission, it means that customers can't create their own accounts. So when a customer adds someone as CC on the email, the people won't be added to as participants and won't receive notifications.
To make sure everyone added to the email will be added to the ticket, it's necessary to change the following settings:
Go to Project settings > Channels > Customer permissions (next-gen) or Project settings > Customer permissions (classic) and let the project open to anyone with an account. Also, select the option "Who can customers share requests with?" to "Any customer or organization, by searching this project. This option allows them to search all customers in the current project." > Save.
After that, you can click on "Change the global settings" or go to Cog icon > Products > Under Jira Service Desk, click on Configuration.
On this page, you need to change "Can customers create their own accounts?" to "Yes, by signing up or sending a request".
After that, if a customer adds someone on the CC, the ticket will be created and everyone will receive a notification.
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