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How to automatically add email addresses from cc field into the requested participants field.

Chris Roughton August 9, 2022

Hi there, 

We have customers who email their support tickets in and the tickets are then created and dealt with by our support team. 

If the person sending the email has cc'd people into the ticket, we'd like it to automatically add all the cc'd people into the "requested participants" field.  This means that when we then send updates via Jira, all people originally cc'd into the email get updates.

1 answer

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John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 9, 2022

Hi Chris - Welcome to the Atlassian Community!

What tool or method are you using to create the issues? I am not aware of any way to capture the cc: people. Are they licensed users? If so, you could use a form. 

Chris Roughton August 10, 2022

Hi there @John Funk , I am using JIRA Service Management - a service project. 

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 10, 2022

So, could you get the customers to fill out a form instead of emailing it? 

Chris Roughton August 10, 2022

I was told that the company would prefer to keep the customers emailing their requests in and not filling out a form 

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 10, 2022

Then I don't know of a way to automate the capturing of the CC: folks other than someone manually reviewing all new issues created and adding them manually. 

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