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  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

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    • 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

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

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3010769 ] New: JAC Suggestion Workflow 3 [ 3650663 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]

            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.
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2664838 ] New: JAC Suggestion Workflow [ 3010769 ]
            Nhi Nguyen (Inactive) made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 392042 ]
            Nhi Nguyen (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 392042 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2324340 ] New: Confluence Workflow - Public Facing v4 [ 2664838 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053368 ] New: JSD Suggestion Workflow - TEMP [ 2324340 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2048449 ] New: JSD Suggestion Workflow [ 2053368 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1614410 ] New: JSD Suggestion Workflow - TEMP [ 2048449 ]
            Matthew McMahon (Inactive) made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Open [ 1 ] New: Closed [ 6 ]

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

                Created:
                Updated:
                Resolved: