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service desk mail cc emails handling

unknown

It seems like the Service Desk product ignores Cc email addresses when one sends an email to the service desk assigned email and put someone in Cc.

Trace of the Cced person is then lost...

Is there something that can be done about it? A settings to handle the Cc emails?

Thanks.

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Phuong Doan

Hi @Jacques-Yves Bleau,

At the moment, only emails directly sent to the registered email address are processed to tickets. This means the TO address must exactly match with the email address in SD Email Settings.

We already had a fix to remove TO address checking to allow cc, bcc, forwarding, and mail list to work. You can keep track of the progress of the bug fix here:

https://jira.atlassian.com/browse/JSD-827

When the fix is released, the Fix Version field will be updated.

unknown

HI @Phuong Hung,

Thanks for your quick answer.

But what happens to someone else put in Cc? Can they also be added to the ticket created for this email?

For instance, a person sends an email to the servicedesk@my.attlasian.net

This person Ccs 2 of his bosses.

The email is taken by the service desk instance. But there seems to be no mechanism to keep track of the two bosses that were put in the Cc field of the email.

So those persons won't be notified for the followup on this request.

In my use case, all Cc email addresses have to be added to the ticket as "watcher" of this ticket.

If a Cc email address is not associated to a JIRA Service Desk user account, we would need to have the option of auto-creating the user account (Exactly like it's already done for the sender).

What do you think of that? (That's something already in use in the other kind-like-service-desk software I currently use. I'm willing to replace it by JIRA-Service-Desk... smile )

Phuong Doan

Hi @Jacques-Yves Bleau,

We decided to send notification email to the sender only. The main reason is that we don't want to send reply to all people involved in the email. However JIRA Mail Handler indeed has this option. You cannot configure it at the moment.