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  1. Jira Service Management Data Center
  2. JSDSERVER-2338

Have option to add TO field in emails as Request Participants

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Summary

      As per our Adding people to participate in requests documentation:

      Note that email recipients in the TO and BCC fields will not be added as request participants.

      However, there might be cases where we need these emails to be added as request participant. Example:

      • Customers are the one who requires input from 3rd parties and as they are not familiar with Service Desk, they will simply add these 3rd parties in the TO field, not CC.

      Suggestion

      Make it a project level configurable option whether or not to add the emails found in the TO field in emails as Request Participants. However, keep JSD-2298 in mind where it might cause a Mail Loop

          Form Name

            [JSDSERVER-2338] Have option to add TO field in emails as Request Participants

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011815 ] New: JAC Suggestion Workflow 3 [ 3646909 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665245 ] New: JAC Suggestion Workflow [ 3011815 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2324586 ] New: Confluence Workflow - Public Facing v4 [ 2665245 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053718 ] New: JSD Suggestion Workflow - TEMP [ 2324586 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048900 ] New: JSD Suggestion Workflow [ 2053718 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1279632 ] New: JSD Suggestion Workflow - TEMP [ 2048900 ]
            jonah (Inactive) made changes -
            Description Original: h3. Summary
            As per our [Adding people to participate in requests documentation|https://confluence.atlassian.com/display/SERVICEDESK/Adding+people+to+participate+in+requests#Addingpeopletoparticipateinrequests-Toaddrequestparticipantsviaemail:]:
            {panel}Note that email recipients in the TO and BCC fields will not be added as request participants. {panel}

            However, there might be cases where we need these emails to be added as request participant. Example:
            * Customers are the one who requires input from 3rd parties and as they are not familiar with Service Desk, they will simply add these 3rd parties in the TO field, not CC.

            h3. Suggestion
            Make it a project level configurable option whether or not to add the emails found in the TO field in emails as Request Participants. However, keep JSD-2298 in mind where it might cause a Mail Loop
            		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-2338].
              {panel}

            h3. Summary
            As per our [Adding people to participate in requests documentation|https://confluence.atlassian.com/display/SERVICEDESK/Adding+people+to+participate+in+requests#Addingpeopletoparticipateinrequests-Toaddrequestparticipantsviaemail:]:
            {panel}Note that email recipients in the TO and BCC fields will not be added as request participants. {panel}

            However, there might be cases where we need these emails to be added as request participant. Example:
            * Customers are the one who requires input from 3rd parties and as they are not familiar with Service Desk, they will simply add these 3rd parties in the TO field, not CC.

            h3. Suggestion
            Make it a project level configurable option whether or not to add the emails found in the TO field in emails as Request Participants. However, keep JSD-2298 in mind where it might cause a Mail Loop
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-2338 [ JSDCLOUD-2338 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-server
            Marty (Inactive) made changes -
            Component/s New: Customer Portal [ 26191 ]
            Component/s Original: Request Participants [ 34393 ]

              Unassigned Unassigned
              ywoo Yit Wei
              Votes:
              3 Vote for this issue
              Watchers:
              5 Start watching this issue

                Created:
                Updated:
                Resolved: