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  1. Jira Service Management Data Center
  2. JSDSERVER-4413

Ability to handle mailing list which is added to 'To' or 'CC' field when creating issue via email

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Details

    • Suggestion
    • Resolution: Fixed
    • 3.5.0
    • None
    • None
    • 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

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

      Summary

      At the moment, when a customer raises a request via email and includes a mailing list in the 'To' or 'CC' field, any users from the mailing list who replies to the ticket (provided the user is also a customer and has an account) will create a new request instead of commenting on the request he/she is replying to. This is regardless of the subject containing the Issue Key and also is a reply to an existing issue

      Suggestion

      Make it possible such that these replies are added as a comment, instead of creating a new ticket. Fixing JSD-2373 would also implement this

      Attachments

        Issue Links

          relates to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-2373 Replies to a Service Desk email from an unknown user should add comment to original issue and not create a new one

          • Low - Low priority issues
          • Closed

          Suggestion - JSDCLOUD-4413 Ability to handle mailing list which is added to 'To' or 'CC' field when creating issue via email

          • Closed
          mentioned in

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            People

              Unassigned Unassigned
              ywoo Yit Wei
              Votes:
              7 Vote for this issue
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              11 Start watching this issue

              Dates

                Created:
                Updated:
                Resolved:

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