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  1. Jira Service Management Cloud
  2. JSDCLOUD-4413

Ability to handle mailing list which is added to 'To' or 'CC' field when creating issue via email

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    Details

    • Type: Suggestion
    • Status: Gathering Interest (View Workflow)
    • Resolution: Unresolved
    • Component/s: None
    • Labels:
      None
    • Support reference count:
      8
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      Description

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

      Summary

      At the moment, when a customer raises a request via email and includes a mailing list in the 'To' or 'CC' field, any users from the mailing list who replies to the ticket (provided the user is also a customer and has an account) will create a new request instead of commenting on the request he/she is replying to. This is regardless of the subject containing the Issue Key and also is a reply to an existing issue

      Suggestion

      Make it possible such that these replies are added as a comment, instead of creating a new ticket. Fixing JSD-2373 would also implement this

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              Assignee:
              Unassigned Unassigned
              Reporter:
              ywoo Yit Wei Woo (Inactive)
              Votes:
              12 Vote for this issue
              Watchers:
              13 Start watching this issue

                Dates

                Created:
                Updated: