Summary

SD doesn't add CC-ed user through email as Request Participant.

Environment

• JSD Cloud version 3.3.0-OD-1000.881.0

Steps to Reproduce

1. Create a ticket from customer portal
2. Assign it to an agent
3. Get the agent to reply to the email notification received from SD and a user who has access to the SD project on the CC field

Expected Results

User added in Step 3 should be added as a Request Participant on the ticket.

Actual Results

User is not added as a Request Participant on the ticket and the email reply is added as a comment.

Workaround

• Manually add users as Request Participants.

Notes

According to the Adding Request Participants documentation, users should be added as Request Participant when added in the CC field.