Service Desk - automatically set up Request participants when an email request is recieved
Asked by Paula Lyon-Lee:

Background,  
I have a Gmail account user that has alias set up so that I can have a different support address per customer. for example cust1.support@address.com and cust2.support@address.com with the main account being support@address.com  

I have just started to implement the Atlassian service desk. I have it set up so that when an email is received a request is set up and the customer is automatically emailed with a response and the the request number.  

If I manually add Request participants then they receive a notification that they have been added and will receive updates added to the tickets, this was done by adding a notification. I also have one set up on request creation so that they should get an email when a ticket is created.  

I now need to set the system up so that if the email request comes in it will automatically populate the Request participants field with email addresses that have been included on either the "to" or the "cc" fields on the email so that the notification gets sent out.


Answers:
author: Adolfo Casari
body: [@Paula Lyon-Lee](/t5/user/viewprofilepage/user-id/5158421)
> I now need to set the system up so that if the email request comes in it will automatically populate the Request participants field with email addresses that have been included on either the "to" or the "cc" fields on the email so that the notification gets sent out.

I understand that is the default when creating request via email,

<https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-through-email/>

Also check this,

<https://confluence.atlassian.com/jirakb/users-added-in-cc-are-not-getting-added-as-request-participants-to-the-request-1251410551.html>

comments: author: Paula Lyon-Lee
body: Thank you the second link is exactly the issue.


author: Rilwan Ahmed
body: Hi [@Paula Lyon-Lee](/t5/user/viewprofilepage/user-id/5158421) ,

You can do it using Automation rules. (Project settings --\> Automation)

Make use of JQL filter "**request-channel-type = email"** and in **Send email** action, select the '**All customer involved"**. This will send email to all users in to, cc.

This is how the rule will look ?

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/337025i0B763762D30ED807/image-dimensions/346x150?v=v2 "image.png")

comments: author: Paula Lyon-Lee
body: Unfortunately that didn't work  

I ended up with the requester getting 2 emails while the other addresses didn't even receive anything.  

here is my the rule I set up following your instructions  

![emailallcustomers.png](https://community.atlassian.com/t5/image/serverpage/image-id/337027iD3BA89570094135D/image-size/large?v=v2&px=999 "emailallcustomers.png")  

I don't think the emails on the to or cc list are being processed.  

is there a way of scanning the email for them?  


author: Rilwan Ahmed
body: Hi [@Paula Lyon-Lee](/t5/user/viewprofilepage/user-id/5158421) ,

As shared by [@Adolfo Casari](/t5/user/viewprofilepage/user-id/853257) , please check this article.

<https://confluence.atlassian.com/jirakb/users-added-in-cc-are-not-getting-added-as-request-participants-to-the-request-1251410551.html>


author: Paula Lyon-Lee
body: Thank you that was spot on the issue, now I just have to figure how to only notify the customer once.


Tags: cloud

jira-service-management

jira-service-management-cloud

jira-software