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Suggestion
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Resolution: Duplicate
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Summary
We should have a comparison document that shows the Pro's and Con's of using a JIRA Service Desk Mail Handler compared to a JIRA Mail Handler.
Some areas that could be covered:
- User Experience/Interface for JIRA Service Desk Mail Handler is tailored for JIRA Service Desk Experience
- How The Mail handler reacts to an Unknown User E-mailing JIRA.
- Service Desk Mail Handler does not delete E-mails, and the JIRA mail handler does.
Steps to Reproduce
No known documentation exists.
Expected Results
Something that clearly explains the differences in the Mail Handler would help our customers make better use of the products.
Actual Results
Customers Experience is to look at:
Amongst other documentation to try to assemble a good understanding of the functionality.
Notes
It would be also good to update the Documentation to be more explicit about the fact different 'Mail Handlers' Exist.
- is related to
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- Closed
- relates to
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- Closed
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[JSDSERVER-3916] JIRA Service Desk Mail Handling Comparison to JIRA Mail Handling
Hey,
After discussion with tech team, I reopened this feature request since the exact and detailed outcome of this feature request is not very clear. It seems that some improvements has been done but never mentioned or is not clear.
For now by comparing these two documents user can figure out major pros and cons of those two mail handlers:
- Receiving requests by email for JIRA ServiceDesk
- Creating issues and comments from email, JIRA Core.
We have a requirement to automatically triage issues in a single Service Desk based on the address the original email was sent to.
For example, emails sent to payroll@acme.com create an issue with type "Payroll", emails sent to accounts@acme.com create an "Accounts" issue in the same service desk.
We can't do that with the Service Desk email handler as it does not have the "catch email address" feature. We could use the Core mail handler to achieve this very easily but, as per the two links from Sam above that’s not recommended.
One of the documents say it's because they don't show up as service desk customer requests, is that just because it doesn't set the Customer Request type? Is that the only reason? Or is there more to it than that?
I'd also like to know if moving an issue from a none Service Desk project to a Service Desk project would have the same problem/s?