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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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    • Resolution: Unresolved
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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.

      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

       

       

            [JSDSERVER-6004] Add option to DISABLE adding CC users to request participants

            Alejandro Perez added a comment -

            This will be of huge help to us!

            Alejandro Perez added a comment - This will be of huge help to us!

            Goutam added a comment -

            We need this option at the earliest.

            Goutam added a comment - We need this option at the earliest.

            Daniel Driver added a comment -

            Yes, please. I can see this being useful in some workflows, but for ours it is incredibly annoying

            Daniel Driver added a comment - Yes, please. I can see this being useful in some workflows, but for ours it is incredibly annoying

            Bugra Ceylan added a comment -

            Yes! We definitely need this option!

            Bugra Ceylan added a comment - Yes! We definitely need this option!

            Lars Boldt Pedersen added a comment -

            Same. Notifications becomes annoying for users and customers.

            Lars Boldt Pedersen added a comment - Same. Notifications becomes annoying for users and customers.

            Jason Alexander added a comment - - edited

            We definitely need this feature.  People email our service desk and CC distribution lists (or bulk CC people) and everyone ends up as a participant on the issue.  Those participants then blame our JSD system for spamming them with customer notification emails.

             

            Jason Alexander added a comment - - edited We definitely need this feature.  People email our service desk and CC distribution lists (or bulk CC people) and everyone ends up as a participant on the issue.  Those participants then blame our JSD system for spamming them with customer notification emails.  

            Marcelo Mella added a comment -

            We agree with problem mention in 1. But we don't want to disable adding request pasticipants, just wanted to filter better

            Marcelo Mella added a comment - We agree with problem mention in 1. But we don't want to disable adding request pasticipants, just wanted to filter better

              Unassigned Unassigned
              fd931c979701 Andrew Laden
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                Created:
                Updated: