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  1. Jira Service Management Cloud
  2. JSDCLOUD-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 Cloud. Using JIRA Service Desk Server? 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.

              Unassigned Unassigned
              ben.de.pauw1 BenP
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                Created:
                Updated:
                Resolved: