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  1. Jira Service Management Cloud
  2. JSDCLOUD-5888

Service Desk email adds a comment on non SD issues instead of creating a new issue

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Details

    • Bug
    • Resolution: Duplicate
    • Low
    • Email - Incoming
    • None

    Description

      Summary

      If the message received by a SD email contains the key of a non SD issue and the sender has permission on the mentioned issue then a comment is added

      Environment

      • Jira Cloud

      Steps to Reproduce

      1. Create a Software project with an issue
      2. Create a Service Desk project with an Email request
      3. Send an e-mail to the address set on SD project containing the key of the issue (created on step 1) on the message's subject

      Expected Results

      A new issue is created

      Actual Results

      A comment is added on the issue by a mail handler that should be exclusive to a Service Desk project

      Notes

      Workaround

      Attachments

        Issue Links

          duplicates

          Bug - A problem which impairs or prevents the functions of the product. JSDCLOUD-5137 Service Desk mail handler create comments in other JIRA issues if subject have valid issues keys

          • Medium - Medium priority issues
          • Closed
          is related to

          Suggestion - JSDSERVER-5263 Create a new Service Desk (SD) issue when an email is received in a SD project with a non-SD issue number in the subject (DON'T add a comment to the non-SD issue)

          • Gathering Interest

          Activity

            People

              Unassigned Unassigned
              psilveira Paula Silveira
              Votes:
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              Dates

                Created:
                Updated:
                Resolved: