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  1. Jira Service Management Data Center
  2. JSDSERVER-3697

Force customers to only use the Customer Portal to create issues

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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.

      Problem Definition

      Currently, customers can create issues via Email Request and Customer Portal. If admin disables Email Requests to force users to use Customer Portal, the subsequent email replies will not be added as comment - see JSD-1961

      Goal:

      • requests go through the Service Desk's forms
      • this enables users to possibly find solutions before asking us, and
      • we get the information we need if they still need to contact us.

      Suggested Solution

      Allow Admins to choose the channel of ticket creation

      Workaround:

      See Configuring mail channel for comments only

              Unassigned Unassigned
              cchan Chung Park Chan
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                Created:
                Updated: