Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-4320

Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant

XMLWordPrintable

      Summary

      This is the same exact issue as https://jira.atlassian.com/browse/JSD-4058, which was initially reported with only Cloud cases and was thus resolved in Cloud, but not yet in Server.

      When public signup is enabled in a Service Desk, and a customerA sends in an email while CC'ing customerB, an issue is correctly created.

      When customerB replies to customerA's original email, customerB's new issue is created, rather than the reply being a comment on customerA's ticket.

      Environment

      JIRA 7.2.1
      JIRA Service Desk 3.2.1

      Steps to Reproduce

      1. Create new service desk project and set it as open for public sign up
      2. Setup email channel for the project
      3. As customer A, send email to the sd email channel and cc customer B (A new issue will be created in Service Desk project)
      4. 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

      Expected Results

      Reply from B will be added as comment to the issue

      Actual Results

      A new issue has been created.

       

          Form Name

            [JSDSERVER-4320] Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant

            rawad.saymeh added a comment -

            same issue here, please anyone has can assist. or any update for this case ?

            Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant.

             

            rawad.saymeh added a comment - same issue here, please anyone has can assist. or any update for this case ? Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant.  

            Nard Lamboo added a comment -

            Is there any update on this issue? It is closed and fixed, but where can I find the implementation?

            Nard Lamboo added a comment - Is there any update on this issue? It is closed and fixed, but where can I find the implementation?

            Brenden Lalli added a comment -

            What is the solution to this 4-year old issue?? Can we get some priority on this? Starting to look for alternative tools  at this point. Maybe if we share alternative tools that solve this problem, Atlassian will take this more seriously. 

            ServiceNow?

            Brenden Lalli added a comment - What is the solution to this 4-year old issue?? Can we get some priority on this? Starting to look for alternative tools  at this point. Maybe if we share alternative tools that solve this problem, Atlassian will take this more seriously.  ServiceNow?

            Vimitha added a comment -

            What is the solution for this issue???

            Could you please have a separate field for Solution, so that it will be easy for us to refer?

            Vimitha added a comment - What is the solution for this issue??? Could you please have a separate field for Solution, so that it will be easy for us to refer?
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304507 ] New: JAC Bug Workflow v3 [ 3126185 ]
            Owen made changes -
            Symptom Severity Original: Major [ 14431 ] New: Severity 2 - Major [ 15831 ]

            Admin TOPIT added a comment -

            @Chris Robinson

            What specific customer permissions did you change exactly?

            I am faced with a similar problem. In my case it is a mail-reply from a third person who is not a participant of the issue that causes the new issue to be created with the reply.

            Admin TOPIT added a comment - @Chris Robinson What specific customer permissions did you change exactly? I am faced with a similar problem. In my case it is a mail-reply from a third person who is not a participant of the issue that causes the new issue to be created with the reply.
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059009 ] New: JSD Bug Workflow v5 - TEMP [ 2304507 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056393 ] New: JSD Bug Workflow v5 [ 2059009 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955958 ] New: JSD Bug Workflow v5 - TEMP [ 2056393 ]

              Unassigned Unassigned
              kliou Kevin Liou
              Affected customers:
              45 This affects my team
              Watchers:
              44 Start watching this issue

                Created:
                Updated:
                Resolved: