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  1. Jira Service Management Data Center
  2. JSDSERVER-5263

Create a new Service Desk (SD) issue when an email is received in a SD project with a non-SD issue number in the subject (DON'T add a comment to the non-SD issue)

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    • Suggestion
    • Resolution: Unresolved
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    • Email - Incoming
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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.

    Description

      Further to support ticket SDS-22261 and tickets JSDSERVER-4246 and JSDSERVER-3843...

      Please could you reconsider the logic behind emails that are received into Service Desk projects so that any issues for another project, that are mentioned in the subject line, create a new Service Desk ticket rather than adding a comment to the non-Service Desk issue.

      In my opinion, the mail channel that is set up for a Service Desk project should only be for that project. If someone wants to add a comment to a non-Service Desk project, then they should set up an incoming mail server/handler and send their email there.

      As some people obviously would like the functionality to stay as it is (else you wouldn't have implemented JSDSERVER-4246), would it be possible to have an option, when setting up the email channel on a Service Desk project, to choose whether you want to disregard other projects mentioned in the subject or not?

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          duplicates

          Suggestion - JSDSERVER-5214 Provide a configurable option for controlling the behavior of cross commenting in the Service Desk Mail Handler

          • Gathering Interest
          relates to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-4246 Cannot comment on other project anymore with email containing the project key in the subject

          • High - High priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDCLOUD-5888 Service Desk email adds a comment on non SD issues instead of creating a new issue

          • Low - Low priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-3843 JIRA Service Desk mail handler rejects any email with issue key from other projects entered in the subject line.

          • Low - Low priority issues
          • Closed
          is cloned by

          JSDS-1069 Loading...

          mentioned in

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              Unassigned Unassigned
              955a05245bea Vikki Short
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                Updated:

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