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  1. Jira Service Management Cloud
  2. JSDCLOUD-13553

“Provide the ability to process emails without a valid FROM address”

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      Issue Summary: 

      “Provide the ability to process emails without a valid FROM address”

      Whenever any e-mail is sent from numbers for example if the Teams application is directly sending e-mails with reference to a number of the user. The processing fails with an error: Something seems to have gone wrong. 

      Steps to Reproduce: 

      Whenever an e-mail is sent without a valid FROM address for example sent from Teams with a number in the From field. 

      Expected Results:

      The tickets should be created within JSM, with the number (sent from) in the from address. 

      Actual Results:

      The ticket creation process fails and the email processing logs show the error: Something seems to have gone wrong. 

      Workaround: 

      Manual intervention is required to re-send the e-mails by any Admin or user with valid email account

       

       

       

            [JSDCLOUD-13553] “Provide the ability to process emails without a valid FROM address”

            Sacha Frenkel added a comment -

            This is specifically about telephony with Microsoft Teams and the voicemail function. Microsoft sets the phone number of the caller as a "FROM" address and therefore this sender address is invalid and JSM cannot import it.
            This means that no automatic ticket can be created for callers who want to open a support case. 

            Sacha Frenkel added a comment - This is specifically about telephony with Microsoft Teams and the voicemail function. Microsoft sets the phone number of the caller as a "FROM" address and therefore this sender address is invalid and JSM cannot import it. This means that no automatic ticket can be created for callers who want to open a support case. 

              Unassigned Unassigned
              f1794db39e93 Subhra Majhi
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              41 Vote for this issue
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                Created:
                Updated: