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  1. Jira Service Management Cloud
  2. JSDCLOUD-1593

Create new customer accounts using the CC field in email requests

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

      At the moment, customers can create an account for themselves by sending an email to Service Desk. However, a new account cannot be created by adding a new user in the CC field of an email request. It would be handy not to have participating user have to create an account for themselves first.

      in On Demand you can currently have CC and TO users being invited to the Service Desk and added as participants when public signup is enabled on the Service Desk.

      Update as of 15 May 2015

      Hi everyone,

      Just to give you a quick update: we've been monitoring this suggestion and understand that this is not the ideal situation. This is not on our short-term roadmap and we'll come back to it later.
      Cheers,
      The JIRA Service Desk team

            [JSDCLOUD-1593] Create new customer accounts using the CC field in email requests

            Andrey Kiyanovskiy added a comment -
            1. Currently JSD Cloud adds CC/TO users as customers on an instance with disabled public sign up. 
            2. Could you please update the documentation?

             

            Andrey Kiyanovskiy added a comment - Currently JSD Cloud adds CC/TO users as customers on an instance with disabled public sign up.  Could you please update the documentation ?  

            Matthew McMahon (Inactive) added a comment -

            This functionality has been added as part of the solution for JSD-1699

            With this version, in On Demand you can currently have CC and TO users being invited to the Service Desk and added as participants when public signup is enabled on the Service Desk.

            Matthew McMahon (Inactive) added a comment - This functionality has been added as part of the solution for JSD-1699 With this version, in On Demand you can currently have CC and TO users being invited to the Service Desk and added as participants when public signup is enabled on the Service Desk.

            Philip Colmer added a comment -

            @cheo.alvarez I believe it should be possible to get this to work with the OnDemand version if you are able to make the changes to email aliases/routing necessary for the script to get to the incoming email before Service Desk does. The script only uses valid JIRA API calls so it can be run on any server. Depending on your email environment, the script may need extending to support authenticated SMTP - I was lazy as it was running locally on the Service Desk instance so didn't need it

            I'm happy to help further if you run into any problems.

            Philip Colmer added a comment - @cheo.alvarez I believe it should be possible to get this to work with the OnDemand version if you are able to make the changes to email aliases/routing necessary for the script to get to the incoming email before Service Desk does. The script only uses valid JIRA API calls so it can be run on any server. Depending on your email environment, the script may need extending to support authenticated SMTP - I was lazy as it was running locally on the Service Desk instance so didn't need it I'm happy to help further if you run into any problems.

            Cheo Alvarez added a comment -

            @philip.colmer, +10 for sharing back with the community, although I couldnt quite tell, is it possible to use this with the OnDemand version? Either way, thanks for the share!!

            @atlassian, any updates on a solution for the OnDemand folks???

            Cheo Alvarez added a comment - @philip.colmer, +10 for sharing back with the community, although I couldnt quite tell, is it possible to use this with the OnDemand version? Either way, thanks for the share!! @atlassian, any updates on a solution for the OnDemand folks???

            Philip Colmer added a comment -

            If anyone is still looking for a solution to this, you might want to take a look at a script I've written to do the job:

            https://bitbucket.org/pcolmer/servicedesk-cc

            This is an initial release so if you have any questions or feedback, please let me know.

            The script basically works by being passed incoming email before Service Desk gets it, creating any "missing" user accounts and then passing the email on to Service Desk.

            Philip Colmer added a comment - If anyone is still looking for a solution to this, you might want to take a look at a script I've written to do the job: https://bitbucket.org/pcolmer/servicedesk-cc This is an initial release so if you have any questions or feedback, please let me know. The script basically works by being passed incoming email before Service Desk gets it, creating any "missing" user accounts and then passing the email on to Service Desk.

            Cheo Alvarez added a comment -

            Hi @atlassian, i didn't quite understand the update on 15 May. are you saying that you agree this is an important feature? if so , can we get it added to the short term roadmap asap?

            we've got a big gap in the functioning of our service desk til this can be addressed

            Cheo Alvarez added a comment - Hi @atlassian, i didn't quite understand the update on 15 May. are you saying that you agree this is an important feature? if so , can we get it added to the short term roadmap asap? we've got a big gap in the functioning of our service desk til this can be addressed

            AMN Systems added a comment -

            @Dan Temple

            I hope people who watch this will support https://jira.atlassian.com/browse/JSD-1855 as well.

            AMN Systems added a comment - @Dan Temple I hope people who watch this will support https://jira.atlassian.com/browse/JSD-1855 as well.

            Dan Temple added a comment -

            @AMN

            I have opened a ticket for - at the very least - maintaining the cc list. I.e. without all the added complication of creating new user accounts, etc etc.

            https://jira.atlassian.com/browse/JSD-1855

            Not many votes yet though.

            Dan Temple added a comment - @AMN I have opened a ticket for - at the very least - maintaining the cc list. I.e. without all the added complication of creating new user accounts, etc etc. https://jira.atlassian.com/browse/JSD-1855 Not many votes yet though.

            AMN Systems added a comment -

            I would like to add to this that indeed, not having any CC information is very damaging to Service Desk being a viable ticketing system. If you will not add auto creation of accounts at the very least display the original CCs used in the email so adding accounts manually is an option helpdesk employees if needed.

            AMN Systems added a comment - I would like to add to this that indeed, not having any CC information is very damaging to Service Desk being a viable ticketing system. If you will not add auto creation of accounts at the very least display the original CCs used in the email so adding accounts manually is an option helpdesk employees if needed.

            Linaro IT Services added a comment -

            Is there any sort of update on this at all?

            Linaro IT Services added a comment - Is there any sort of update on this at all?

              mmcmahon Matthew McMahon (Inactive)
              dwierzbicka Dobroslawa Wierzbicka (Inactive)
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              57 Vote for this issue
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              41 Start watching this issue

                Created:
                Updated:
                Resolved: