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  1. Jira Service Management Data Center
  2. JSDSERVER-1373

There is no way to separate the difference between "submitting a ticket" and "posting a comment to a ticket" from email

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      ================================================================================

      This ticket is a duplicate of https://jira.atlassian.com/browse/JSDSERVER-1380, therefore closing it as duplicate.

      ================================================================================

      Right now if we want to Turn on the email channel to "Create Issues and comments from Email" in JIRA Service Desk then system shows the error below:

      "The associated request type must have both the Summary and Description fields as visible fields, and all the other visible fields, if any, must be optional." (please see the attached image)

      But our current request types have Summary and Description fields but any one of the other fields is required. For a new request we have to follow this convention. But for posting comment we don't need to follow it.

      We know now the configuration is tied up with each other. But it should not be. There should be a facility to configure comment posting and ticket posting separately.

      Note:
      I am using cloud version.

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            [JSDSERVER-1373] There is no way to separate the difference between "submitting a ticket" and "posting a comment to a ticket" from email

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3010547 ] New: JAC Suggestion Workflow 3 [ 3645777 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Julien Rey made changes -
            Description Original: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1373].
              {panel}

            Right now if we want to Turn on the email channel to "Create Issues and comments from Email" in JIRA Service Desk then system shows the error below:

            "The associated request type must have both the Summary and Description fields as visible fields, and all the other visible fields, if any, must be optional." (please see the attached image)

            But our current request types have Summary and Description fields but any one of the other fields is required. For a new request we have to follow this convention. But for posting comment we don't need to follow it.

            We know now the configuration is tied up with each other. But it should not be. There should be a facility to configure comment posting and ticket posting separately.

            Note:
            I am using cloud version.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1373].
              {panel}


            ================================================================================

            This ticket is a duplicate of https://jira.atlassian.com/browse/JSDSERVER-1380, therefore closing it as duplicate.

            ================================================================================

            Right now if we want to Turn on the email channel to "Create Issues and comments from Email" in JIRA Service Desk then system shows the error below:

            "The associated request type must have both the Summary and Description fields as visible fields, and all the other visible fields, if any, must be optional." (please see the attached image)

            But our current request types have Summary and Description fields but any one of the other fields is required. For a new request we have to follow this convention. But for posting comment we don't need to follow it.

            We know now the configuration is tied up with each other. But it should not be. There should be a facility to configure comment posting and ticket posting separately.

            Note:
            I am using cloud version.
            Julien Rey made changes -
            Resolution New: Duplicate [ 3 ]
            Status Original: Gathering Interest [ 11772 ] New: Resolved [ 5 ]

            Julien Rey added a comment -

            Closing this ticket, since it is a duplicate of this other feature request: https://jira.atlassian.com/browse/JSDSERVER-1380.
            The discussion and updates regarding this feature request will continue in the other ticket.

            Julien Rey added a comment - Closing this ticket, since it is a duplicate of this other feature request: https://jira.atlassian.com/browse/JSDSERVER-1380 . The discussion and updates regarding this feature request will continue in the other ticket.
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2663786 ] New: JAC Suggestion Workflow [ 3010547 ]
            SET Analytics Bot made changes -
            UIS Original: 2 New: 1
            SET Analytics Bot made changes -
            Support reference count New: 3
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322187 ] New: Confluence Workflow - Public Facing v4 [ 2663786 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            SET Analytics Bot made changes -
            UIS New: 2
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053579 ] New: JSD Suggestion Workflow - TEMP [ 2322187 ]

              Unassigned Unassigned
              5145bd753da5 Sohel Ahmed
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              6 Vote for this issue
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              11 Start watching this issue

                Created:
                Updated:
                Resolved: