Details
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Bug
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Resolution: Unresolved
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Medium
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3.2.6, 4.1.0, 4.2.4, 4.17.0
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18
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Severity 1 - Critical
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5
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Description
Issue Summary
When Replying a Service Desk notification To a Different Service Desk Mailbox, the Mail processor will create a comment in the original ticket
Environment
Tested on Jira 8.2.4 and Service Desk 4.2.3, this is impacting regular Jira mail handler as well
Steps to Reproduce
- Create 2 different Service Desk projects
- Create two completely separate mailboxes
- In each Service Desk project, configure the email channel using the specific Mailboxes created
- Now, we got:-
- Project 1 and Project 2
- Mailbox 1 and Mailbox 2
- Mail Channel 1 which connected with project 1 in mailbox 1 creating IT Help requests
- Mail Channel 2 which connected with project 2 in mailbox 2 creating Requests
- Open a ticket in project 1, create a comment or any action trigger notification
You need to have an outgoing mail configured, else no notification will be sent out - Wait for notification received in your mailbox
- Reply to the notification, update receiver email as mailbox 1 email address
- Forward the notification to the mailbox 2 email address, in order to create a new request in Project 2.
Expected Results
- Jira will create a new request in Project 2, with the Forwarded mail body.
Actual Results
Jira added a comment in the existing ticket from project 1 regardless of which mailbox is receiving the email reply.
Workaround
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Additional Notes:
This can lead to a potential security breach in a company business that manages multiple Service Desks in the same Jira instance to different departments.
Attachments
Issue Links
- is related to
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JSDSERVER-5214 Provide a configurable option for controlling the behavior of cross commenting in the Service Desk Mail Handler
- Gathering Interest
- mentioned in
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- relates to
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