Turn Off CC/To Being Added as Request Participants

There are some automated emails that add distribution lists into the email to notify a large number of people. The thing is when this happens every user in that distribution group gets added as a participant on that ticket. 

 

This just started happening recently, so I assume this is some kind of new feature because we just upgraded from JIRA 7.1.7 to 7.3.3 and to JIRA Service Desk 3.4.

 

Does anyone have ideas for this sort of thing?

2 answers

New releases dont provide adequate configuration. We are on 3.10 now and have the same issue. 

As Atlassian support says, to disable CC I need to set the Customer permissions <Who can customers share requests with?> to Other customers in their organization. This means that if my company uses Organizations, CC sharing cannot be disabled at all. 

Second, if you delete all organizations and then switch sharing as mentioned, this overlaps Browse Users global permission and portal users cannot select user on the request form (for example, Manager). The user picker is shown as simple text field. 

Have no idea how to get around this limitation. 

0 votes

There was a lot of feedback on this feature in Service Desk.  In the next version of 3.5, they added more granular controls over what to do with that CC field when Service Desk is processing such emails.   More info on this in the JSD 3.5 release notes

 

I suspect that this group distrobution list is getting added to service desk as a customer account.   While users probably can't login to it, if it has been added as a requested participant then that list would get notifications of every update to that issue.   I think you will likely want to deactivate that user account as one way to stop that problem, and also upgrade to this latest version to help prevent this happening again in the future.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

937 views 3 9
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