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Suggestion
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Resolution: Unresolved
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None
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1
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20
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Hi all,
We have categorised this issue as a suggestion because the email handler infrastructure we have chosen for JIRA Service Desk does not support this functionality. To allow support for the various suggested functionality for email will require a major re-work of our email handler infrastructure. This is currently not on our immediate roadmap as we are looking to deliver more requested features such as email customisation. However, the simplification of our email and configurations is something we will look into in the future, and we will be working on aligning our email configuration and behaviour closer with JIRA’s.
— JIRA Service Desk Team
Steps to Reproduce:
- Navigate to the "Priorities" page and set "Minor" as the Default Priority.
- Create a new Dummy ServiceDesk Project.
- Configure the Email Settings of the Project.
- Sent out an Email with High Importance(This is for Microsoft Outlook) to the ServiceDesk Email.
- Wait until the issue is processed.
Expected Results:
Like the Standard JIRA Incoming Mail Handler, the Email priority would be higher than the Default Priorty.
Actual Results:
ServiceDesk will follow the Default Priority regardless of the Email Priority.
Notes:
- Tested in JIRA and it works so far.
- JIRA Incoming Mail handler documentation
- The Header of the test email:
From: "xxxx" <xxxx@gmail.com> To: <xxxx@gmail.com> Subject: testing service desk priority Date: Tue, 20 Jan 2015 23:35:11 +0800 Message-ID: <001d01d034c6$cf1f2c40$6d5d84c0$@gmail.com> MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="----=_NextPart_000_001E_01D03509.DD430880" X-Priority: 1 (Highest) X-MSMail-Priority: High X-Mailer: Microsoft Outlook 14.0 Importance: High Thread-Index: AdA0xqZ5ulBpecvDTB2UxWnXYaA5YQ== Content-Language: en-us
- relates to
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- Not Being Considered
- links to
[JSDSERVER-1393] Email Priority Header Support for ServiceDesk
Hi Atlassian team,
Looking forward for this feature which is helpful for prioritizing the request. Please do needful.
Thanks,
Suhas
Hi Jira Team,
This topic is from some time ago and few versions was released. Can You review this suggestion ?
Few of our customer asking why our support tool don't support this. 
Reagrds
Sebastian
Hi all,
We have categorised this issue as a suggestion because the email handler infrastructure we have chosen for JIRA Service Desk does not support this functionality. To allow support for the various suggested functionality for email will require a major re-work of our email handler infrastructure. This is currently not on our immediate roadmap as we are looking to deliver more requested features such as email customisation. However, the simplification of our email and configurations is something we will look into in the future, and we will be working on aligning our email configuration and behaviour closer with JIRA’s.
— JIRA Service Desk Team
We have currently licensed JIRA Service Desk with 1-3 agents for evaluation purposes.
This feature is a blocker for a successful evaluation, for our customers have their own service desk systems (e.g. Remedy) which send issues by e-mail.
It would be helpful to have this functionality soon.
Alternatively, it would be helpful, if Service Desk would support an Advanced Mail Handler like https://wikis.web.cern.ch/wikis/display/JMH/JIRA+Advanced+Mail+Handler+3.5
@Julian: Thank you for your help so far and for reporting this issue here.
We are currently using osTicket and want to replace it by Jira Service Desk. But this feature is a project blocker as our customers send in there issues by mail.
It would be great if this could be fixed soon.
Best Regards
Jens
Hey Team. Just giving a bump in the hopes that this doesnt get forgotten about, as it would be suuuuper useful
Kind Regards
Mark