Problem Definition

The current Release Notes and Upgrade Notes for JIRA Service Desk 3.0 does not clearly state the changes made on the Email Request for Service Desk

• https://confluence.atlassian.com/servicedesk/jira-service-desk-3-0-x-release-notes-770801761.html#JIRAServiceDesk3.0.xreleasenotes-v3.0.0v3.0.0-6October2015
• https://confluence.atlassian.com/servicedesk/jira-service-desk-3-2-x-release-notes-830281732.html

For example, the changes of how JIRA Mail Handler and JIRA Service Desk Mail Request is handling the comments which were reported in JSDCLOUD-5093 but is an expected behavior.

• Comments by customers going through Mail handler added as Internal comments
• JIRA Service Desk 2.x able to use JIRA Mail Handler for Customers to add comments without issues

Suggested Solution

• Update the Upgrade Notes 3.2 to include this information
• Add an official Service Desk documentation on changes around Mail Request since Service Desk 2.x

Why this is important

Clients have already configured a working Service Desk and the unknown Mail Request vs Mail handler changes created unnecessary challenges for completing JIRA and Service Desk upgrade.