Problem Definition

If a distribution list is added as a request participant, and the members of the distribution list reply to the email notification from Jira Service Management, a new request is created because the sender doesn't have permission to comment on the request they are replying to.

It is possible to use Jira automation to add an organization if a specific request participant is added to a request but if multiple request participants belong to different organizations are added at the same time, automation rules cannot be used.

Suggested Solution

Allow automation to be able to identify the organization of request participants and add the organization(s) to the Organizations field.

Workaround

Create an organization with the same members as the distribution list and share the request with the organization.