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  1. Jira Service Management Data Center
  2. JSDSERVER-823

Mail handler for JIRA SD does not support CC watchers

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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.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Hello, and thanks for this great product!
      After changing license policy and other serious changes in Service Desk 2.0 our team mentioned that SD mail handlers cannot add watchers from CC field.
      That is very important for us. Maybe you could suggest some workarounds?

            [JSDSERVER-823] Mail handler for JIRA SD does not support CC watchers

            Dario B added a comment -

            andy.shinn1975699975: This is now possible, I don't know why this issue is still open. Please see the comment above yours for details as well as the Adding request participants documentation page.

            Dario B added a comment - andy.shinn1975699975 : This is now possible, I don't know why this issue is still open. Please see the comment above yours for details as well as the Adding request participants documentation page.

            Andy Shinn added a comment -

            Anyone know of the status on this issue? Is this still not possible?

            Andy Shinn added a comment - Anyone know of the status on this issue? Is this still not possible?

            Brandon Bowersox-Johnson added a comment - - edited

            I agree with Bill. The Request Participants feature in JSD 2.2 is a good step in the right direction. A critical feature for us is that people who are CC'd can become watchers or Request Participants. If there is an automation or a post workflow for that, please advise.

            UPDATE: JIRA Service Desk 2.3 will add support for turning CC'd emails into Request Participants. JSD-269 has already been released to the Cloud version. JSD 2.3 Server version could be released in March 2015. For my use case, it appears that JSD-269 addresses all of my needs and will make this ticket un-necessary/resolved.

            Brandon Bowersox-Johnson added a comment - - edited I agree with Bill. The Request Participants feature in JSD 2.2 is a good step in the right direction. A critical feature for us is that people who are CC'd can become watchers or Request Participants. If there is an automation or a post workflow for that, please advise. UPDATE: JIRA Service Desk 2.3 will add support for turning CC'd emails into Request Participants. JSD-269 has already been released to the Cloud version. JSD 2.3 Server version could be released in March 2015. For my use case, it appears that JSD-269 addresses all of my needs and will make this ticket un-necessary/resolved.

            Bill Ho added a comment - - edited

            Now that we can participants with SD 2.2.0, would it be possible to automated with mail handler or be automated post ticket creation?

            Bill Ho added a comment - - edited Now that we can participants with SD 2.2.0, would it be possible to automated with mail handler or be automated post ticket creation?

            Helpdesk ICT added a comment -

            Goodday,

            I was pointed here in regards to SDS-2215, I would be nice if the SD mail-handler doesn't check the recipients email adress.

            Our customers don't mail the "watched" mailbox directly, instead we elect mails that are tickets and move them to this mailbox.
            Since the recipients mailadres then does not match the "watched" email adres SD ignores the mail.

            Kind regards,

            Patrick

            Helpdesk ICT added a comment - Goodday, I was pointed here in regards to SDS-2215, I would be nice if the SD mail-handler doesn't check the recipients email adress. Our customers don't mail the "watched" mailbox directly, instead we elect mails that are tickets and move them to this mailbox. Since the recipients mailadres then does not match the "watched" email adres SD ignores the mail. Kind regards, Patrick

            Andy Nguyen (Inactive) added a comment -

            Hi Andrey,

            Thanks for suggesting this. This is currently a sensitive issue as it concerns JIRA permissions in a sense that SD customers cannot watch issues in JIRA, even if these issues are their own requests. The fact is customers can only access their own Customer Portal where there's no Watcher field. They cannot "watch" other customers' requests either.

            I would suggest that you follow up on the following tickets for future updates:

            Don't hesitate to add on your votes and thoughts. The team will take all into account.

            Cheers.

            Andy Nguyen (Inactive) added a comment - Hi Andrey, Thanks for suggesting this. This is currently a sensitive issue as it concerns JIRA permissions in a sense that SD customers cannot watch issues in JIRA, even if these issues are their own requests. The fact is customers can only access their own Customer Portal where there's no Watcher field. They cannot "watch" other customers' requests either. I would suggest that you follow up on the following tickets for future updates: Should Service Desk customers be added as watchers? Allow customers to view requests created by other customers belonging to the same organisation using the Customer Portal Don't hesitate to add on your votes and thoughts. The team will take all into account. Cheers.

              Unassigned Unassigned
              1ea325c95d4c Andrei Pechnikov
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                Created:
                Updated: