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Suggestion
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Resolution: Unresolved
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None
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0
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6
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
A customer needing support is often a member of a larger team, all of who need to be kept informed regarding progress of an issue. This could be supported by:
- Maintaining a record of all email addresses which were on cc when the issue was created by an incoming email (from the known customer contact who has an account)
- Any that already have accounts can be added as watchers, the remaining ones are recorded in the database.
- If subsequent incoming emails on that issue have additional addresses added, the system notices this and adds them to the cc list
- The Service Desk admin can see and edit the cc list to e.g. remove unwanted addresses.
This will work well for the customer, who is then able to use Outlook as their main method of communication with both the internal team and the external subcontractor.
It also avoids unnecessary work adding loads of extra registered users when they really just wanted to be on a cc list, or maintaining email aliases.
I believe I am seeing requests that would be covered by this functionality in both https://jira.atlassian.com/browse/JSD-1593 and https://jira.atlassian.com/browse/JSD-960.
It looks like pretty simple functionality to me, so I hope it can soon be included.
- relates to
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- Closed
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- Gathering Interest
- links to
[JSDSERVER-1855] Create and maintain external cc-list from email communication
Luca Sokoll
added a comment - Is there any update at all on this please? Luca Sokoll
added a comment - I think there are about five different JIRA issues surrounding this particular feature (or lack thereof) now. There doesn't seem to be any update on any of them as to whether this is even going to be implemented. It concerns me that Atlassian don't even give any acknowledgement that this is even a problem.
Please can someone from Atlassian give us an update as to whether the issue with CC's is going to be addressed or not for the next major release? It looks as if SD v 3 will be out next month. Is there any possibility that this will be addressed by then? Surely someone must know.
As Sebastian said above, this is a necessary feature which is included in all decent support clients / sites. Excluding people from the email thread doesn't make any sense. + for AMN Systems comment also.
Luca Sokoll
added a comment - I think there are about five different JIRA issues surrounding this particular feature (or lack thereof) now. There doesn't seem to be any update on any of them as to whether this is even going to be implemented. It concerns me that Atlassian don't even give any acknowledgement that this is even a problem.
Please can someone from Atlassian give us an update as to whether the issue with CC's is going to be addressed or not for the next major release? It looks as if SD v 3 will be out next month. Is there any possibility that this will be addressed by then? Surely someone must know.
As Sebastian said above, this is a necessary feature which is included in all decent support clients / sites. Excluding people from the email thread doesn't make any sense. + for AMN Systems comment also. 
AMN Systems
added a comment - I fully agree with this issue. If people are not capable of being automatically added on a CC (as per JSD-1593) then at the very least we should be able to see who was added CC so service desk members can manage this on their own terms.
AMN Systems
added a comment - I fully agree with this issue. If people are not capable of being automatically added on a CC (as per JSD-1593 ) then at the very least we should be able to see who was added CC so service desk members can manage this on their own terms. Handling CCs and multiple recipients in an effective manner is a necessity and seems to be a ubiquitous feature of all good quality service desks. The majority of our 'requests' are conversations that have many stakeholders who need to keep tabs on the issue and offer insight where necessary. 99% of the time they are incidental participants and we're not going to create JIRA accounts for them, so we need to treat them as 'Customers' in JIRA Servie Desk. However, if involving the support desk breaks the email chain then that's just not an option for us.
I have to add my voice in support of this.
@Atlassian can you please update us on this? This is a big gap in the functioning of our service desk til this is resolved