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  1. Jira Service Management Data Center
  2. JSDSERVER-5277

Improve Upgrade Notes on Service Desk Mail Requests Changes

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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.

      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

      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.

          Form Name

            [JSDSERVER-5277] Improve Upgrade Notes on Service Desk Mail Requests Changes

            Ishwinder Kaur added a comment - - edited
            Atlassian Update - 03 March 2025

            Hello,

            Thank you for submitting this suggestion. We appreciate you taking the time to share your ideas for improving our products, as many features and functions come from valued customers such as yourself.

            Atlassian is committed to enhancing the security and compliance of our Data Center products, with an emphasis on sustainable scalability and improving the product experience for both administrators and end-users. We periodically review older suggestions to ensure we're focusing on the most relevant feedback. This suggestion has had very low engagement over the past four years, with no new watchers, votes, or comments. As a result, we're closing it for now.

            We understand that this suggestion might still be important to you. If you'd like to provide additional context or information about why it remains relevant, please contact our Technical Support team for assistance. We'll be happy to review your feedback.

            You can read more about our approach to highly voted suggestions here and how we prioritize what to implement here.

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

            Kind regards,
            Jira Service Management Data Center

            Ishwinder Kaur added a comment - - edited Atlassian Update - 03 March 2025 Hello, Thank you for submitting this suggestion. We appreciate you taking the time to share your ideas for improving our products, as many features and functions come from valued customers such as yourself. Atlassian is committed to enhancing the security and compliance of our Data Center products, with an emphasis on sustainable scalability and improving the product experience for both administrators and end-users. We periodically review older suggestions to ensure we're focusing on the most relevant feedback. This suggestion has had very low engagement over the past four years, with no new watchers, votes, or comments. As a result, we're closing it for now. We understand that this suggestion might still be important to you. If you'd like to provide additional context or information about why it remains relevant, please contact our Technical Support team for assistance. We'll be happy to review your feedback. You can read more about our approach to highly voted suggestions here and how we prioritize what to implement here. To learn more about our recent investments in Jira Service Management Data Center, please check our public roadmap and our dashboards, which contain recently resolved issues , current work, and future plans. Kind regards, Jira Service Management Data Center

              kbywater@atlassian.com Karen Bywater
              znoorsazali Zul NS [Atlassian]
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