Problem Description

A feature request was raised and implemented about this feature:

• https://jira.atlassian.com/browse/JSD-1699

The recent update for JSD Cloud, ithis feature is now disabled due to it's creating unsolicited notifications as outlined at What's new page

11 May 2016 – Important Note:
We’re aware that the participants feature in JIRA Service Desk has been inadvertently creating unsolicited notifications. To address this we have implemented the following changes:

• Disabled invitation of new customers via email To/Cc fields, so only existing customers (i.e. those with an account on JIRA Service Desk) can be invited as a participant to a ticket.
• Limited the invitation of new customers to 5 at one time via the “Add People” option when customers add participants via the Help Center. There is no limit on the total number of participants that can be on a ticket.

If an existing JSD customer CC a new customer, this new customer will not be added as a request participant. It requires manual work by manually adding the new customer in the list of JSD customer list. Most of the time, users may not know which new email address that their customers are adding in CC field.

Suggested Resolution

Provide an option to disable or enable this feature.