• Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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    • 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.

      Issue Summary

      When a user sends an email and adds a group email in the TO or CC fields, JIRA sends out an email to all users in the group email via the mailing list but should anyone of them click on the create link, they get associated with the email and other members would no longer be able to reply or have their replies considered as new tickets.

      Feature Request
      1. Allow JIRA recognize that an email is a mailing list.
      2. Create an individual account for all members of the mailing list.

            [JSDSERVER-4627] Allow JIRA ServiceDesk to Identify an Email is a group mail

            Atlassian Update – 11 Jan 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 11 Jan 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            Small amendment to the feature request: rather than just creating individual accounts for all members, there is a requirement to solve https://jira.atlassian.com/browse/JSD-4413. One option would be to add all members of the list as request participants to the ticket. However, that wouldn't cope with changes in group membership. It is just a suggestion that should be the simplest solution to implement.

             

            Philip Colmer added a comment - Small amendment to the feature request: rather than just creating individual accounts for all members, there is a requirement to solve https://jira.atlassian.com/browse/JSD-4413 . One option would be to add all members of the list as request participants to the ticket. However, that wouldn't cope with changes in group membership. It is just a suggestion that should be the simplest solution to implement.  

            This is causing us a lot of pain at the moment because a lot of our customers use email to raise tickets instead of the portal. When they send email, they copy groups on that email.

            Unfortunately, what happens next is that Service Desk sends an activation email to everyone on the group and then someone clicks on it! The problem then is that Service Desk associates the name of that person with the underlying email address of the group ... which means that when someone tries to pick that person, they can pick the group by mistake.

            Having SD recognise and understand groups would be of huge benefit to us.

             

            Philip Colmer added a comment - This is causing us a lot of pain at the moment because a lot of our customers use email to raise tickets instead of the portal. When they send email, they copy groups on that email. Unfortunately, what happens next is that Service Desk sends an activation email to everyone on the group and then someone clicks on it! The problem then is that Service Desk associates the name of that person with the underlying email address of the group ... which means that when someone tries to pick that person, they can pick the group by mistake. Having SD recognise and understand groups would be of huge benefit to us.  

              Unassigned Unassigned
              ijimoh Ismael Olusula Jimoh (Inactive)
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                Updated:
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