We have the following issue. When we receive a ticket by email we want to have all people copied in (cc) added to the watchers. This only works when the users in cc are already customers and jira-administrators.
It does not work for when a jira-servicedesk-users sends the mail / request.
Do we have to add any special permission to the servicedesk-user group?
CC watchers option is active.
All adresses in cc are already registered in jira.
Thanx for your inputs,
jira-servicedesk-users user group is tied to Service Desk Application Access by default. But that does not necessarily means that they are under Service Desk Team project role - this is the Project role that grants Service Desk agent permission.
In the Permission Scheme, you can find permission, Manage Watchers. Please grant this to jira-servicedesk-users user group and see if you are able to solve the problem here.
I can verify that this works as desired, where someone will be automatically placed as a watcher/participant to an opened ticket if added via CC to an emailed request to our Service Desk.
To clarify how to do this, go Project settings > Permissions > Actions > Edit Permissions > Edit (for Manage Watchers) > Group > jira-servicedesk-users > Grant
You'll then need to stay in Project settings then go to Customer permissions > Who can customers share requests with? > Any customer, by typing an email address > Save.
I can also verify that this includes emails not already entered in as a customer although I believe I have a setting turned on that does that automatically for any new email sending to Service Desk.
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