In JIRA service desk email handling, should other customers in TO of email be added as participants?

We are using SD 2.3.4. We have configured it to accept new requests from email.

When the original email has other customers listed in the CC field, the JIRA SD email handler adds those customers as Participants for the new request.

If the original email has other customers listed in the TO field, in addition to the email address for our service desk email handling account, those customers are not added as participants for the new request.

Is that as intended, or a defect?

1 answer

0 vote

Hi @Trudy Claspill,

This was intended for Service Desk, however due to requests, from JIRA Service Desk 3.0 any email addresses in the TO field are also added as participants.

Thanks,

Warren

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,329 views 14 20
Join discussion

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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot