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  1. Jira Service Management Data Center
  2. JSDSERVER-1393

Email Priority Header Support for ServiceDesk

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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.

      Updateed 24th Jun 15

      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:

      1. Navigate to the "Priorities" page and set "Minor" as the Default Priority.
      2. Create a new Dummy ServiceDesk Project.
      3. Configure the Email Settings of the Project.
      4. Sent out an Email with High Importance(This is for Microsoft Outlook) to the ServiceDesk Email.
      5. 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

              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
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                Created:
                Updated: