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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.

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

            Monique Khairuliana (Inactive) made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2303156 ] New: JAC Bug Workflow v3 [ 3445211 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2057133 ] New: JSD Bug Workflow v5 - TEMP [ 2303156 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2054693 ] New: JSD Bug Workflow v5 [ 2057133 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1954521 ] New: JSD Bug Workflow v5 - TEMP [ 2054693 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1874820 ] New: JSD Bug Workflow v5 [ 1954521 ]
            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 Cloud*. Using *JIRA Service Desk Server*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDSERVER-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 is related to JSDSERVER-38 [ JSDSERVER-38 ]
            vkharisma made changes -
            Project Import New: Sun Apr 02 00:24:18 UTC 2017 [ 1491092658763 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: affects-server email tdo New: affects-cloud affects-server email tdo
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: email tdo New: 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: