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  1. Jira Service Management Data Center
  2. JSDSERVER-6511

When Replying/Forwarding Jira Service Desk Notification to a different Service Desk, Mail Processor will create a comment in the original ticket

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Medium Medium
    • 4.18.1
    • 3.2.6, 4.1.0, 4.2.4, 4.17.0
    • Email - Incoming

      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

      1. Create 2 different Service Desk projects
      2. Create two completely separate mailboxes
      3. In each Service Desk project, configure the email channel using the specific Mailboxes created
      4. 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
      5. 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
      6. Wait for notification received in your mailbox
      7. Reply to the notification, update receiver email as mailbox 1 email address
      8. Forward the notification to the mailbox 2 email address, in order to create a new request in Project 2.

      Expected Results

      1. 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

      -

      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.

            [JSDSERVER-6511] When Replying/Forwarding Jira Service Desk Notification to a different Service Desk, Mail Processor will create a comment in the original ticket

            SET Analytics Bot made changes -
            UIS Original: 11 New: 5
            SET Analytics Bot made changes -
            Support reference count Original: 20 New: 21
            SET Analytics Bot made changes -
            UIS Original: 5 New: 11
            SET Analytics Bot made changes -
            UIS Original: 10 New: 5
            SET Analytics Bot made changes -
            Support reference count Original: 19 New: 20
            SET Analytics Bot made changes -
            UIS Original: 5 New: 10
            SET Analytics Bot made changes -
            UIS Original: 6 New: 5
            SET Analytics Bot made changes -
            Support reference count Original: 18 New: 19
            SET Analytics Bot made changes -
            UIS Original: 5 New: 6
            Marc Dacanay made changes -
            Labels Original: 4.18.0-pd New: 4.18.0-pd ril

              Unassigned Unassigned
              psouza Pedro Souza
              Affected customers:
              24 This affects my team
              Watchers:
              24 Start watching this issue

                Created:
                Updated: