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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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21
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Severity 1 - Critical
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5
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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.
- 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
- links to
- mentioned in
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- relates to
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[JSDSERVER-6511] When Replying/Forwarding Jira Service Desk Notification to a different Service Desk, Mail Processor will create a comment in the original ticket
@Charlie Marriott,
I understand that there are customers who need the bug behaviour for their processes to work. However, I hope you understand that there are also customers who need the bug to be fixed because it is a problem for them.
How about adding an option to JSM that lets the customer decide which behaviour they want to use?
Kind regards,
David
Hi Everyone,
Thank you for your interest in this issue.
We previously changed this behaviour in JSM 4.18.1 to resolve this bug (July 2021). In doing so, we inadvertently broke some customer workflows where a single mailbox was used for processing all incoming mail notifications, as well as all outgoing email notifications. We subsequently reverted back to the previous behaviour in 4.19.0.
We will continue to monitor this bug to determine further interest and demand for a change in behaviour.
Kind regards,
Charlie Marriott
Jira Service Management, Data Center & Server
Another example but within the same JSD project:
- A mail thread goes around in a company
- User A forwards this email to the JSD email address
-> A ticket is created in the project
An agent works on it and in the end the ticket is closed/resolved - In the meantime the mail thread keeps growing in the company. (the JSD email address is not in the recipients list)
- User B forwards the email to the JSD email address
-> A comment is added to the ticket in step 2.
User B is not a participant on that ticket so he'll never see his comment or even know this has been created
While this will not happen often I discovered it today and it is quite annoying.
A new ticket should be created becasue the user is not a participant on the original ticket.
Please make this a configurable option - JSDSERVER-5214