Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-1491

Service Desk should recognise it's being included in an Email Thread

XMLWordPrintable

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

      At the moment if Service Desk is included in the to field of an email thread, each reply will generate a new ticket in Service Desk.

      Steps to reproduce

      1. As a Service Desk Customer, write a new email to User1 and ServiceDesk email.
        • User1 should be an agent
      2. As User1 now reply to the email received from the Customer, include the same Service Desk email. (ie. Reply to All)
      3. As Customer reply to this thread once more using Reply to All.
        Result
        Three tickets will be created in Service Desk, each with the email body.

            [JSDCLOUD-1491] Service Desk should recognise it's being included in an Email Thread

            Monique Khairuliana (Inactive) made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2303714 ] New: JAC Bug Workflow v3 [ 3443322 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2057661 ] New: JSD Bug Workflow v5 - TEMP [ 2303714 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055071 ] New: JSD Bug Workflow v5 [ 2057661 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1954678 ] New: JSD Bug Workflow v5 - TEMP [ 2055071 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1874826 ] New: JSD Bug Workflow v5 [ 1954678 ]
            jonah (Inactive) made changes -
            Description Original: At the moment if Service Desk is included in the {{to}} field of an email thread, each reply will generate a new ticket in Service Desk.

            *Steps to reproduce*
            # As a Service Desk Customer, write a new email to User1 and ServiceDesk email.
            ** User1 should be an agent
            # As User1 now reply to the email received from the Customer, include the same Service Desk email. (ie. Reply to All)
            # As Customer reply to this thread once more using Reply to All.
            *Result*
            Three tickets will be created in Service Desk, each with the email body.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This bug report is for *JIRA Service Desk Cloud*. Using *JIRA Service Desk Server*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDSERVER-1491].
              {panel}

            At the moment if Service Desk is included in the {{to}} field of an email thread, each reply will generate a new ticket in Service Desk.

            *Steps to reproduce*
            # As a Service Desk Customer, write a new email to User1 and ServiceDesk email.
            ** User1 should be an agent
            # As User1 now reply to the email received from the Customer, include the same Service Desk email. (ie. Reply to All)
            # As Customer reply to this thread once more using Reply to All.
            *Result*
            Three tickets will be created in Service Desk, each with the email body.
            jonah (Inactive) made changes -
            Link New: This issue is related to JSDSERVER-1491 [ JSDSERVER-1491 ]
            vkharisma made changes -
            Project Import New: Sun Apr 02 00:24:18 UTC 2017 [ 1491092658763 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: affects-cloud warranty New: affects-cloud affects-server warranty
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: warranty New: affects-cloud warranty

              pdoan Phuong Doan (Inactive)
              imaduro Ivan Maduro (Inactive)
              Affected customers:
              17 This affects my team
              Watchers:
              28 Start watching this issue

                Created:
                Updated:
                Resolved: