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  1. Jira Service Management Data Center
  2. JSDSERVER-6689

Watchers for Service Desk emailed requests

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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.

      The internal service desks used in the organization to handle the IT support requests often need multiple parties to be mentioned (watchers) so that they can track the closure of the request.

      If the user is sending email request, that request gets handled by the email handler in the Service Desk but the email handler in service desk does not automatically add the CC'ed users on the email as watchers. In case of the Custom email handler, this feature is supported but we can not set the request type as "Emailed Request" after the ticket is created in service desk (cloud does not support changing the request type).

      As an alternative, the user can share the request with multiple people from the portal, however the emailed request then need to be again updated by the users through portal to make the changes (share the request).

      I am suggesting to have the option in Service desk email handler to have options provided by the custom email handler and enhance the emailed requests in Service Desk on Jira Cloud.

            [JSDSERVER-6689] Watchers for Service Desk emailed requests

            Charlie Marriott added a comment -
            Atlassian Update – 15 Feb 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

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

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 15 Feb 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

              Unassigned Unassigned
              30fc49cbfc4a Rahul Chaudhari
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