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  1. Jira Service Management Data Center
  2. JSDSERVER-3804

Ability to set 'Default Reporter' instead of creating new users in email channel

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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

      When customer has set "Anyone can create a customer request via email" it is not possible to set a default reporter for the tickets raised from an unknown email address.
      One use case is to notify the default reporter that a new ticket from an unknown address has been created so the default reporter can reassign it to a registered user if the customer has sent the message from an unregistered address or to forward the ticket that were sent to the service desk by mistake to the right department.

      Suggested Solution

      Add an option when activating "Anyone can create a customer request via email" : When creating a ticket from an unknown address, user can choose whether to create the ticket with a default reporter or with a new user.

          Form Name

            [JSDSERVER-3804] Ability to set 'Default Reporter' instead of creating new users in email channel

              Unassigned Unassigned
              cmao Chen Mao (Inactive)
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                Created:
                Updated: