Actually this is a quite annoying functionality, if I can't choose to have it or not....

This functionality has been added as part of the solution for JSD-1699

With this version, in On Demand you can currently have CC and TO users being invited to the Service Desk and added as participants when public signup is enabled on the Service Desk.

@cheo.alvarez I believe it should be possible to get this to work with the OnDemand version if you are able to make the changes to email aliases/routing necessary for the script to get to the incoming email before Service Desk does. The script only uses valid JIRA API calls so it can be run on any server. Depending on your email environment, the script may need extending to support authenticated SMTP - I was lazy as it was running locally on the Service Desk instance so didn't need it

I'm happy to help further if you run into any problems.

@philip.colmer, +10 for sharing back with the community, although I couldnt quite tell, is it possible to use this with the OnDemand version? Either way, thanks for the share!!

@atlassian, any updates on a solution for the OnDemand folks???

If anyone is still looking for a solution to this, you might want to take a look at a script I've written to do the job:

https://bitbucket.org/pcolmer/servicedesk-cc

This is an initial release so if you have any questions or feedback, please let me know.

The script basically works by being passed incoming email before Service Desk gets it, creating any "missing" user accounts and then passing the email on to Service Desk.

Hi @atlassian, i didn't quite understand the update on 15 May. are you saying that you agree this is an important feature? if so , can we get it added to the short term roadmap asap?

we've got a big gap in the functioning of our service desk til this can be addressed

@Dan Temple

I hope people who watch this will support https://jira.atlassian.com/browse/JSD-1855 as well.

I would like to add to this that indeed, not having any CC information is very damaging to Service Desk being a viable ticketing system. If you will not add auto creation of accounts at the very least display the original CCs used in the email so adding accounts manually is an option helpdesk employees if needed.

Is there any sort of update on this at all?

This is not on our short-term roadmap and we'll come back to it later.

Then I guess we'll be sticking with Zendesk until you come back to it, Atlassian. Service Desk is simply unusable as an email-driven ticketing system without appropriate and adequate support for the CC list.

+1 also for Rudey's comment

I'm not sure if my suggestion in https://jira.atlassian.com/browse/JSD-1593 covers this, but I thought I would mention it.

My proposal is not to have to create new accounts just because someone was on cc, but instead to maintain the cc list, to avoid having to deal with large an uncontrolled numbers of new user accounts. That works well for me in my current HelpDesk solution.

+1 for Rudey's comment

Adding customer accounts only allows you to add an existing one - this behavior is too anyonying. We don't need a user picker in adding CC-ed customer, we need to actually add a new customer into which doesn't exist in advance as the first intention.

Is there any movement on this please?

Thanks

Furthermore, accounts created as a result of the user being on the CC field should not have activate their account in order to receive any emails from Service Desk. The user has been CC'ed in and I think there should be minimal hassle on the part of that person.