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  1. Jira Service Management Data Center
  2. JSDSERVER-6004

Add option to DISABLE adding CC users to request participants

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Details

    • Suggestion
    • Resolution: Unresolved
    • None
    • Email - Incoming
    • None
    • 17
    • 2
    • 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.

    Description

      Would it be possible to add an option on a per SD project level preferable to DISABLE adding CC'ed users a request participants.

      We are actually not using the request participants feature of service desk because of this. causes 2 problems

      1: as mentioned in JSDSERVER-5123 the user will sometimes CC the agent on the email, that adds the agent as a request participant, which causes them to be treated as a customer for SLA and automation purposes.

      2: Users sometimes CC distribution lists in their response. Since we allow creation of users (ie public sign up) then this causes Jira to create a new user with the email of the mailing list, which is flooding our Jira with user accounts that aren't needed.

      If we could turn off this feature it would make things a lot cleaner.

      Thanks

       

       

      Attachments

        Issue Links

          duplicates

          Suggestion - JSDSERVER-5386 Request created by e-mail : option to disable the CC adding participants

          • Closed
          is related to

          Suggestion - JSDSERVER-5123 As a Service Desk Admin I would like to be able to restrict Customers from adding Agents to Requests as Participants

          • Gathering Interest
          relates to

          Suggestion - JSDSERVER-4088 Prevent Service Desk Agents from Creating New Customers via CC on Email

          • Closed

          Suggestion - JSDSERVER-3506 Provide automation conditions to allow removal of Request Participants

          • Gathering Interest
          mentioned in

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            People

              Unassigned Unassigned
              fd931c979701 Andrew Laden
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              Dates

                Created:
                Updated:

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