Summary

If certain users are CC'd in an email, they might not show up as request participants and you might see an error message in the Processing logs( > Applications > Jira Service Management > Email Requests > Processing Log):

Sorry, but the following usernames could not be added as participant to this request: <USERNAME>

Diagnosis

Check If there are users with mixed usernames in the cwd_user table. Below is an example of a user with mixed usernames:

Cause

If the usernames are all mixed up for the same user, the email request mail handler won't be able to handle it and will throw an error when trying to create the tickets.

There is a bug in the application that are known to cause this behavior:

JSDSERVER-5793 - Getting issue details... STATUS

Solution

1. Update the username in the Jira internal directory. In the below example, updating the username in the Jira internal directory from TestUser to testuser

   UPDATE cwd_user SET user_name = '<>' WHERE id=<>;

   

2. Once, updated. Run the below SQL query and check if the username is updated:

select directory_id, user_name, display_name, email_address, id from cwd_user where id in (ID-1, ID-2);

      3. Restart Jira and replicate the usecase. 

      4. If there are multiple users with mixed usernames, use below SQL query to update the usernames in bulk.

UPDATE cwd_user SET user_name = lower(user_name) WHERE directory_id = 1 AND user_name ~ '[A-Z].+@'