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  1. Jira Service Management Data Center
  2. JSDSERVER-2204

Graceful exception handling for users who are not added to request participants via email

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

      There are a couple reasons that users are not added to Request Participants from email:

      1. They are in the 'to' or 'bcc' lines
      2. They are not registered as a user on the system

      Right now, I believe the exception is logged, but there is no notification for either the reporter or the failed cc-user. There should be an option to notify these users what to do.

          Form Name

            [JSDSERVER-2204] Graceful exception handling for users who are not added to request participants via email

            Charlie Marriott added a comment -
            Atlassian Update – 18 Jan 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 18 Jan 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            erlendb added a comment - - edited

            If public signup is not enabled and a customer not registered sends an e-mail, it would be great if we could reply with a customizable e-mail telling the customer to contact us via phone or another e-mail address for manual processing.

            Edit:
            I found a dedicated ticket for e-mail reply to customers not registered: JSD-988

            erlendb added a comment - - edited If public signup is not enabled and a customer not registered sends an e-mail, it would be great if we could reply with a customizable e-mail telling the customer to contact us via phone or another e-mail address for manual processing. Edit: I found a dedicated ticket for e-mail reply to customers not registered: JSD-988

            Matthew McMahon (Inactive) added a comment - - edited

            This might also related to JSD-1699, as that is suggesting that on a public signup enabled portal, it should be possible to create customers and add as request participants based on To/CC.

            But probably not BCC, as then everyone would know they were included in the email, as now visible as a request participant.

            In the event that the Portal is not public signup enabled, there is really no action that the users can take.

            Matthew McMahon (Inactive) added a comment - - edited This might also related to JSD-1699 , as that is suggesting that on a public signup enabled portal, it should be possible to create customers and add as request participants based on To/CC. But probably not BCC, as then everyone would know they were included in the email, as now visible as a request participant. In the event that the Portal is not public signup enabled, there is really no action that the users can take.

              Unassigned Unassigned
              jlargman Jeremy Largman
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                Created:
                Updated:
                Resolved: