Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-4413

Ability to handle mailing list which is added to 'To' or 'CC' field when creating issue via email

XMLWordPrintable

    • Icon: Suggestion Suggestion
    • Resolution: Fixed
    • 3.5.0
    • None
    • None
    • 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.

      Summary

      At the moment, when a customer raises a request via email and includes a mailing list in the 'To' or 'CC' field, any users from the mailing list who replies to the ticket (provided the user is also a customer and has an account) will create a new request instead of commenting on the request he/she is replying to. This is regardless of the subject containing the Issue Key and also is a reply to an existing issue

      Suggestion

      Make it possible such that these replies are added as a comment, instead of creating a new ticket. Fixing JSD-2373 would also implement this

          Form Name

            [JSDSERVER-4413] Ability to handle mailing list which is added to 'To' or 'CC' field when creating issue via email

            Ayush added a comment -

            Hi Team,

             

            This issue has still not been resolved. When can we expect a resolution for mailing list feature? It is really affecting our process.

            Ayush added a comment - Hi Team,   This issue has still not been resolved. When can we expect a resolution for mailing list feature? It is really affecting our process.

            Matthew McMahon (Inactive) added a comment -

            This would be addressed by the release of JSDSERVER-2373 in upcoming JSD Server 3.5.0

            Matthew McMahon (Inactive) added a comment - This would be addressed by the release of JSDSERVER-2373 in upcoming JSD Server 3.5.0

            Philip Colmer added a comment -

            One short-term solution would be to have an email filter that checks the email being sent to SD, looks for email groups on To or CC fields and replaces them with the email addresses of the group members. It is a bit of a hack and it would cope with changes to the membership of the group over the lifetime of the ticket but it would solve this problem and the related problem that SD sends account activation emails to the entire group which some numpty will then fill in with their own details.

            I've done some stuff on this previously (when we needed handling for CC before SD added it) so I might be able to put something together and share the source but it would be fairly dependent on (a) what your underlying user/group database is (we use OpenLDAP) and (b) what your email flow is before SD retrieves it.

             

            Philip Colmer added a comment - One short-term solution would be to have an email filter that checks the email being sent to SD, looks for email groups on To or CC fields and replaces them with the email addresses of the group members. It is a bit of a hack and it would cope with changes to the membership of the group over the lifetime of the ticket but it would solve this problem and the related problem that SD sends account activation emails to the entire group which some numpty will then fill in with their own details. I've done some stuff on this previously (when we needed handling for CC before SD added it) so I might be able to put something together and share the source but it would be fairly dependent on (a) what your underlying user/group database is (we use OpenLDAP) and (b) what your email flow is before SD retrieves it.  

            Sahidul Islam Shaikh added a comment -

            Hi Team,

            Any update on this please?

            It is becoming very painful as every day a huge number of duplicate tickets are creating for this issue.

            Can you suggest us something to tackle this situation please?

            Thanks,

            Sahidul

            Sahidul Islam Shaikh added a comment - Hi Team, Any update on this please? It is becoming very painful as every day a huge number of duplicate tickets are creating for this issue. Can you suggest us something to tackle this situation please? Thanks, Sahidul

            Sahidul Islam Shaikh added a comment -

            Hi Team,

            Could you please look into this on priority basis? We are majorly affected by this.

            Thanks,

            Sahidul

            Sahidul Islam Shaikh added a comment - Hi Team, Could you please look into this on priority basis? We are majorly affected by this. Thanks, Sahidul

              Unassigned Unassigned
              ywoo Yit Wei
              Votes:
              7 Vote for this issue
              Watchers:
              11 Start watching this issue

                Created:
                Updated:
                Resolved: