Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

adding new customers from email CC field from project administrator

Hi, can someone help me - I'm trying to figure out the "adding participants from CC field" feature.

Our global configuration is:

Can customers create their own accounts? Yes, by signing up or sending a request

Can customers access and send requests from  the help center without logging in? Yes

Our Jira Service Management project configuration is to accept email requests and:

Choose who can send requests to “$projectname” via $email_addr or the portal: Customers added by agents and admins

At the top of "Customer permissions" configuration page there is a block informing me that:

Agents and project admins can add new customers to a project at any time by including their email address in the "To" or "Cc" field when replying to a request’s email notification.


There is also a page instructing me on how to add new Customers via the CC or TO field

I have a userA in this Service Management project, he has an Administrator role.

When I send an email from userA email address to Service Management email with another, new, user in the CC field - he is not added  as a participant to the request or new Customer.

When I send an email answer (from userA account) to the automatic email and add new user in the CC field - he, again, is not added.


Changing the Choose who can send requests to “$projectname” via $email_addr or the portal:  to Anyone on the web (without logging in) doesn't change anything.

What am I doing wrong?

0 answers

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

182 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you