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)

XMLWordPrintable

    • Type: Suggestion
    • Resolution: Unresolved
    • None
    • Component/s: Email - Incoming
    • 0
    • 12

      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?

            Assignee:
            Unassigned
            Reporter:
            Vikki Short
            Votes:
            11 Vote for this issue
            Watchers:
            9 Start watching this issue

              Created:
              Updated: