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  1. Jira Service Management Data Center
  2. JSDSERVER-2262

Provide a way for Admin / Agent to view unprocessed mail queue and action items

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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.

      When mail can not be processed, due to the email not being from a known customer and not a public signup Service Desk, it would be useful if it is possible for an Admin or Agent to view those messages.

      The Admin can currently see them in the Mail Audit Log, but not possible to action anything.

      Would be useful if possible to:

      • Choose to create a new customer from mail, and ticket
      • Create a new customer and add as a Request Participant with comment to existing issue
      • If attachments are corrupt or blocking an issue, select to skip attachments but create issue

            [JSDSERVER-2262] Provide a way for Admin / Agent to view unprocessed mail queue and action items

            Marc Dacanay made changes -
            Labels Original: affects-cloud affects-server pse-request New: affects-cloud affects-server pse-request ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 976578 ]
            SET Analytics Bot made changes -
            UIS Original: 4 New: 5
            SET Analytics Bot made changes -
            UIS Original: 5 New: 4
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            UIS Original: 6 New: 5
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            UIS Original: 7 New: 6
            Joao Vasconcelos made changes -
            Remote Link Original: This issue links to "JSDS-572 (JIRA Server (Bulldog))" [ 285867 ] New: This issue links to "JSMDC-572 (JIRA Server (Bulldog))" [ 285867 ]
            SET Analytics Bot made changes -
            UIS Original: 8 New: 7
            SET Analytics Bot made changes -
            UIS Original: 7 New: 8
            SET Analytics Bot made changes -
            UIS Original: 8 New: 7

              Unassigned Unassigned
              mmcmahon Matthew McMahon (Inactive)
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                Created:
                Updated: