Cpy of his colleagues in Jira, we see only the email

Now, when a user writes a letter to support@*****.com and puts a copy of his colleagues in Jira, we see only the email from which the request was sent and do not see all whom he put in CC. It is necessary to understand the problem and find a solution.

JIRA Service Desk Application 3.3.0-OD-1000.2634.0

1 answer

0 vote
Ivan Tovbin Community Champion Dec 14, 2017

Hi Dmitriy,

If I understand you correctly, copied emails are not set into the 'Request participants' field of the issue?

For that to work you need to check Project Administration -> Customer Permissions -> Who can customers share requests with

Bear in mind that if your service desk is not "public" (i.e. only customers added to it can raise tickets) you need to make sure, that copied emails are also added to the project as customers, before other customers can share requests with them.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Monday in Jira Software

How large do you think Jira Software can grow?

Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...

696 views 6 13
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you