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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

            Bobby Deng added a comment -

            Please provide notification for admins when an email fails to create a ticket. We are losing requests from our users because of this.

            Bobby Deng added a comment - Please provide notification for admins when an email fails to create a ticket. We are losing requests from our users because of this.

            Alexa Nuckles added a comment -

            Is there an update or solution for this? We are also experiencing a loss of data.

            Alexa Nuckles added a comment - Is there an update or solution for this? We are also experiencing a loss of data.

            Filip Håkansson added a comment - - edited

            Atlassian do you have any update on this issue? The related issue JSD-1260 is actually about loss of data. Its a real showstopper for us for rolling out SD.

            As it is today our different support teams that uses SD are not aware of the failing emails and support tickets are not created, and customers are unhappy.

            Its not a workable way to have system admins to keep track of failing emails when you scale up Service Desk on enterprise level. It must be possible for the different support teams to take care of reported issues that get stuck without involving system admins.

            Filip Håkansson added a comment - - edited Atlassian do you have any update on this issue? The related issue JSD-1260 is actually about loss of data. Its a real showstopper for us for rolling out SD. As it is today our different support teams that uses SD are not aware of the failing emails and support tickets are not created, and customers are unhappy. Its not a workable way to have system admins to keep track of failing emails when you scale up Service Desk on enterprise level. It must be possible for the different support teams to take care of reported issues that get stuck without involving system admins.

            Vikki Short added a comment -

            We have just implemented JIRA SD and don't want to allow public signup to our customer portal. However, we don't just want the emails that come in from unregistered customers to be ignored.
            I've been advised by JIRA SD in my ticket (SDS-7619) that this is the ticket to add my comments about this.
            Please could you enable a way to send a customisable email back to anyone that sends a failed email (whether it is because the customer is not registered, or something else, like a blank subject) so that we can inform them that their email has not created an issue and what they should do to prevent this in the future.
            The only workaround for this that I can see at the moment is manually monitoring the failed emails in Email settings > Processing log, but this isn't ideal moving forward.

            Vikki Short added a comment - We have just implemented JIRA SD and don't want to allow public signup to our customer portal. However, we don't just want the emails that come in from unregistered customers to be ignored. I've been advised by JIRA SD in my ticket (SDS-7619) that this is the ticket to add my comments about this. Please could you enable a way to send a customisable email back to anyone that sends a failed email (whether it is because the customer is not registered, or something else, like a blank subject) so that we can inform them that their email has not created an issue and what they should do to prevent this in the future. The only workaround for this that I can see at the moment is manually monitoring the failed emails in Email settings > Processing log, but this isn't ideal moving forward.

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