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  1. Jira Service Management Data Center
  2. JSDSERVER-38

As an admin I want Service Desk to recognise issues created by Mail Handlers and through the standard Create Issue

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

      Cases

      Case 1: register for another user/customer

      Some customers call our service desk staff directly, hence, the backoffice JIRA user will register the issue for the customer contact (on the phone).

      Case 2: registered issues via JIRA project mail handler

      Customers submit an issue report via email to the registered servicedesk project mail ID.
      JIRA picks up this mail & converts into issue correctly.

      Problem: Customer portal view does not show these issues.

      What determines the visibility of issues in the Customer portal view on the service desk?
      • possible workaround: we can set the necessary values after issue creation
      • For some customers, we have multiple support contacts. These contacts should be able to see each other's issues.

          Form Name

            [JSDSERVER-38] As an admin I want Service Desk to recognise issues created by Mail Handlers and through the standard Create Issue

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2305384 ] New: JAC Bug Workflow v3 [ 3126068 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Bartosz Ornatowski made changes -
            Assignee Original: Bartosz Ornatowski [ bornatowski ]
            Bartosz Ornatowski made changes -
            Assignee New: Bartosz Ornatowski [ bornatowski ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059342 ] New: JSD Bug Workflow v5 - TEMP [ 2305384 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056768 ] New: JSD Bug Workflow v5 [ 2059342 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956548 ] New: JSD Bug Workflow v5 - TEMP [ 2056768 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1616211 ] New: JSD Bug Workflow v5 [ 1956548 ]
            jonah (Inactive) made changes -
            Description Original: h3. Cases

            h5. Case 1: register for another user/customer
            Some customers call our service desk staff directly, hence, the backoffice JIRA user will register the issue for the customer contact (on the phone).

            h5. Case 2: registered issues via JIRA project mail handler
            Customers submit an issue report via email to the registered servicedesk project mail ID.
            JIRA picks up this mail & converts into issue correctly.

            h3. Problem: Customer portal view does not show these issues.
            h5. What determines the visibility of issues in the Customer portal view on the service desk?
            * possible workaround: we can set the necessary values after issue creation
            * For some customers, we have multiple support contacts. These contacts should be able to see each other's issues.
            		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-38].
              {panel}

            h3. Cases

            h5. Case 1: register for another user/customer
            Some customers call our service desk staff directly, hence, the backoffice JIRA user will register the issue for the customer contact (on the phone).

            h5. Case 2: registered issues via JIRA project mail handler
            Customers submit an issue report via email to the registered servicedesk project mail ID.
            JIRA picks up this mail & converts into issue correctly.

            h3. Problem: Customer portal view does not show these issues.
            h5. What determines the visibility of issues in the Customer portal view on the service desk?
            * possible workaround: we can set the necessary values after issue creation
            * For some customers, we have multiple support contacts. These contacts should be able to see each other's issues.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-38 [ JSDCLOUD-38 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: affects-server email tdo New: affects-cloud affects-server email tdo

              Unassigned Unassigned
              ben.de.pauw1 BenP
              Affected customers:
              132 This affects my team
              Watchers:
              111 Start watching this issue

                Created:
                Updated:
                Resolved: