ticket by email requested participant

[Olivier Bourgeois]

Hi

When an external customer open a ticket by email with Cc: to another external people, the ticket does not include the Cc as a requested participant.

How can we configure / force  that ?

Best regards
OB

[Yanty Ghani [ServiceRocket]]

Hi Olivier,

You can configure that in Incoming Mail > Mail Handlers, where you can set CC to be Assignee or Watcher, but not Request Participant.

[Olivier Bourgeois]

really sorry but i do not see where i can change this

in .../secure/admin/IncomingMailServers.jspa i see only a Mail Handlers "Cloud Email Handler" with no such possibility to modify it, except these params: "createusers=false,senderEmail=no-reply@fastnetsa.atlassian.net,stripquotes=true,bulk=ignore"

perhaps i am not at the right place

Olivier

[Yanty Ghani [ServiceRocket]]

You have to create a new mail handler that handles issues created by email. Please refer to this documentation on how to create mail handler, https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/#Creatingissuesandcommentsfromemail-steponeConfigureamailhandler

[Olivier Bourgeois]

sorry does not seems to work as i would like

if an external email address send a mail and open a ticket with a Cc to another address (both 2 addresses are not known by the system before), i would like that all 2 addresses receive the answer given to the ticket. 

OB

[Yanty Ghani [ServiceRocket]]

If that is the case, then you wouldn't be able to add them, because "Watcher" field is for Jira users only. If the user does not have Jira account, then they can only be added into "Request Participants" field. However, issue generated from email can only grab from certain fields, like "Subject" -> Summary, "To" -> Reporter,"Email Body" -> Description, "CC" -> Assignee or Watcher.

[Olivier Bourgeois]

it is exactly my problem and really a very bad news for this product

One customer send you a email asking to send some technical information back to the people in Cc is just not possible  !

not usable for a tech support service with real customers...

Thank you for your help to validate this :-(

Best regards
OB

[Yanty Ghani [ServiceRocket]]

If that is the case, the best thing is to create the ticket in portal so that you can add that person as Request Participant. Only then, the person would also be added as customer and be able to view the ticket