Summary

When a request is created via email and the reporter CC's a request participant to the email, the email will add CC'ed user as a request participant to the ticket. However, this action causes the Request Language to be updated to Unknown.

Steps to Reproduce

1. Send an email to the Email Request email address, CC another user

Expected Results

The CC'ed user is added as a Request Participant, Request Language remains to user preferences language.

Actual Results

The CC'ed user is added as a Request Participant, Request Language updated to Unknown

Notes

In the issue activity, you can see that the Request Language is set to a known value, eg: English, then when a request participant is added, the Request Language is updated to Unknown.

PS: The same problem happens when you resolve the issue (Set the resolution field).

Workaround

• A possible workaround is to use automation rules after creations to re-set issues with specific criteria to its language.
• To avoid excessive notifications when issue creation, Disable having default assignee in a project if any and assign issues after creation via automation rules. That will result in having one notification only per issue.