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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

            No work has yet been logged on this issue.

              Unassigned Unassigned
              ben.de.pauw1 BenP
              Affected customers:
              132 This affects my team
              Watchers:
              111 Start watching this issue

                Created:
                Updated:
                Resolved: