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  1. Jira Service Management Cloud
  2. JSDCLOUD-2204

Graceful exception handling for users who are not added to request participants via email

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      There are a couple reasons that users are not added to Request Participants from email:

      1. They are in the 'to' or 'bcc' lines
      2. They are not registered as a user on the system

      Right now, I believe the exception is logged, but there is no notification for either the reporter or the failed cc-user. There should be an option to notify these users what to do.

            [JSDCLOUD-2204] Graceful exception handling for users who are not added to request participants via email

            Matthew Hunter added a comment -
            Atlassian Update - December 1, 2021

            Hi everyone,

            Thank you for bringing this suggestion to our attention.

            As explained in our new feature policy, there are many factors that influence our product roadmaps and determine the features we implement. When making decisions about what to prioritize and work on, we combine your feedback and suggestions with insights from our support teams, product analytics, research findings, and more. This information, combined with our medium- and long-term product and platform vision, determines what we implement and its priority order.

            Unfortunately, as a result of inactivity (no votes or comments for an extended period of time), this suggestion didn’t make it to the roadmap and we are closing it.

            While this issue has been closed, our Product Managers continue to look at requests in https://jira.atlassian.com as they develop their roadmap, including closed ones. In addition, if you feel like this suggestion is still important to your team please let us know by commenting on this ticket.

            Thank you again for providing valuable feedback to our team!

            Matthew Hunter added a comment - Atlassian Update - December 1, 2021 Hi everyone, Thank you for bringing this suggestion to our attention. As explained in our new feature policy , there are many factors that influence our product roadmaps and determine the features we implement. When making decisions about what to prioritize and work on, we combine your feedback and suggestions with insights from our support teams, product analytics, research findings, and more. This information, combined with our medium- and long-term product and platform vision, determines what we implement and its priority order. Unfortunately, as a result of inactivity (no votes or comments for an extended period of time), this suggestion didn’t make it to the roadmap and we are closing it. While this issue has been closed, our Product Managers continue to look at requests in https://jira.atlassian.com as they develop their roadmap, including closed ones. In addition, if you feel like this suggestion is still important to your team please let us know by commenting on this ticket. Thank you again for providing valuable feedback to our team!

            BK Paton added a comment -

            We appreciate the merit of this issue, but don't intend to work on it in the foreseeable future. We'll review it again within a year to see if our decision has changed.

            BK Paton added a comment - We appreciate the merit of this issue, but don't intend to work on it in the foreseeable future. We'll review it again within a year to see if our decision has changed.

            erlendb added a comment - - edited

            If public signup is not enabled and a customer not registered sends an e-mail, it would be great if we could reply with a customizable e-mail telling the customer to contact us via phone or another e-mail address for manual processing.

            Edit:
            I found a dedicated ticket for e-mail reply to customers not registered: JSD-988

            erlendb added a comment - - edited If public signup is not enabled and a customer not registered sends an e-mail, it would be great if we could reply with a customizable e-mail telling the customer to contact us via phone or another e-mail address for manual processing. Edit: I found a dedicated ticket for e-mail reply to customers not registered: JSD-988

            Matthew McMahon (Inactive) added a comment - - edited

            This might also related to JSD-1699, as that is suggesting that on a public signup enabled portal, it should be possible to create customers and add as request participants based on To/CC.

            But probably not BCC, as then everyone would know they were included in the email, as now visible as a request participant.

            In the event that the Portal is not public signup enabled, there is really no action that the users can take.

            Matthew McMahon (Inactive) added a comment - - edited This might also related to JSD-1699 , as that is suggesting that on a public signup enabled portal, it should be possible to create customers and add as request participants based on To/CC. But probably not BCC, as then everyone would know they were included in the email, as now visible as a request participant. In the event that the Portal is not public signup enabled, there is really no action that the users can take.

              7ad1551c39c0 BK Paton
              jlargman Jeremy Largman
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                Updated:
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