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Bug
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Resolution: Fixed
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Highest
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None
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
- Create new service desk project and set it as open for public sign up
- Setup email channel for the project
- As customer A, send email to the sd email channel and cc customer B (A new issue will be created in Service Desk project)
- As customer B, after receive the email from customer A, reply the email (Note this is the original email from A, not Service Desk generated email) with comment
Expect
Reply from B will be added as comment to the issue
Actual
A new issue been created
This is happening since Service Desk version 3.3.0-OD-01 which been deployed to PRD on July 12th 2016
- is related to
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JSDSERVER-2334 Service Desk still creating duplicate issues
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- Closed
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JSDSERVER-4320 Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant
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- Closed
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TESLA-954 Failed to load
- relates to
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JSDCLOUD-4058 Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant
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- Closed
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JSDSERVER-2373 Replies to a Service Desk email from an unknown user should add comment to original issue and not create a new one
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- Closed
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- is action for
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HOT-45412 Loading...
Form Name |
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[JSDSERVER-4058] Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant
Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2305327 ] | New: JAC Bug Workflow v3 [ 3125796 ] |
Status | Original: Done [ 10044 ] | New: Closed [ 6 ] |
Fix Version/s | New: 3.3.0 [ 61746 ] | |
Fix Version/s | Original: 1000.36.0 [ 63508 ] |
Workflow | Original: JSD Bug Workflow v5 [ 2059279 ] | New: JSD Bug Workflow v5 - TEMP [ 2305327 ] |
Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2056695 ] | New: JSD Bug Workflow v5 [ 2059279 ] |
Workflow | Original: JSD Bug Workflow v5 [ 1956436 ] | New: JSD Bug Workflow v5 - TEMP [ 2056695 ] |
Workflow | Original: JSD Bug Workflow v4 [ 1615159 ] | New: JSD Bug Workflow v5 [ 1956436 ] |
Description |
Original:
# Create new service desk project and set it as open for public sign up
# Setup email channel for the project # As customer A, send email to the sd email channel and cc customer B (A new issue will be created in Service Desk project) # As customer B, after receive *the email from customer A*, reply the email (Note this is the *original* email from A, not Service Desk generated email) with comment Expect Reply from B will be added as comment to the issue Actual A new issue been created This is happening since Service Desk version 3.3.0-OD-01 which been deployed to PRD on July 12th 2016 Project Settings !image-2016-07-17-00-00-05-156.png|thumbnail! |
New:
{panel:bgColor=#e7f4fa} *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-4058]. {panel} # Create new service desk project and set it as open for public sign up # Setup email channel for the project # As customer A, send email to the sd email channel and cc customer B (A new issue will be created in Service Desk project) # As customer B, after receive *the email from customer A*, reply the email (Note this is the *original* email from A, not Service Desk generated email) with comment Expect Reply from B will be added as comment to the issue Actual A new issue been created This is happening since Service Desk version 3.3.0-OD-01 which been deployed to PRD on July 12th 2016 Project Settings !image-2016-07-17-00-00-05-156.png|thumbnail! |
Link |
New:
This issue relates to |
Labels | Original: affects-cloud | New: affects-cloud affects-server |
Labels | New: affects-cloud |