Can we get a CC field in Service Desk responses?

My previous service desk had email integration in the responses. You were able to select a user or type an email address in both the To and CC fields. I find that this is lacking in JIRA Service Desk, and would like to find out if we can add that functionality.

In the environment I'm using Service Desk in, clients will often email in their tickets and CC relevant parties. If those parties are left out of the ticket or responses, then we can't ensure that all the right people have the latest information.

I've also installed CRM for JIRA, but I'm not sure that this will be useful in handling email tickets, or ticket responses.

2 answers

You can add Cc people to the watchers list via the mail handlers ... see here https://answers.atlassian.com/questions/142165 .. is this what your looking for?

This is a step in the right direction. What I don't get is how this affects the community portal. Can all watchers see the support ticket from their portal? Also, if the support desk is made public, does this mean that anyone CC'd can be added as a watcher, regardless of whether they are a registered member? I need emails coming in to include the sender and any CCs, and response going out to include all those same people too. I also need all of those people involved in a ticket to have visibility in the portal.

This is a step in the right direction. What I don't get is how this affects the community portal. Can all watchers see the support ticket from their portal?  So you want the Cc users to be able to access the service desk customer portal? or just to be notified on issue updates etc? Who are the Cc users .... service desk agents, external people or customers ?

Also, if the support desk is made public, does this mean that anyone CC'd can be added as a watcher, regardless of whether they are a registered member? No only registered users can be added. I believe if you have public signup enabled it will only create new users using the from address, not the Cc address. 

Note: I use the addon JETI to capture the Cc address and add this to a custom single text field .e.g "External Watchers", and then send notifications based on an event .e.g comment added and have JETI email users in that custom field.

 

More info about JETI can be found here http://www.meta-inf.hu/wiki/display/PLUG/JIRA+Email+This+Issue

 

Joel, I believe your suggestions work well in normal JIRA, but don't work as well with JIRA Service Desk. The JIRA Service Desk comes with its own Mail Handler (Service Desk Mail Handler). It does not have the functionality to capture CC addresses like JIRA's other built-in mail handlers. Other mail handlers, including JETI, do not work properly with the Service Desk because they don't know how to handle Customer accounts. For example, they don't have the ability to turn non-registered email addresses into a Service Desk Customer rather than a JIRA User. Those other mail handlers also do not know how to set the Service Desk Request Type field. JETI currently has a feature suggestion to add support for Service Desk: https://metainf.atlassian.net/browse/JETI-556 I am fully in agreement with Ravi's initial question. It would be excellent for the JIRA Service Desk product to add support for CC addresses. It should capture those addresses and continue to CC those people on the correspondence about that service desk ticket. If anyone else knows a work-around or different solution, please share.

Hermance, 

While this is nice that the functionality is added for the Service Desk team, CC'd e-mails are still getting missed when added by client's initial email. 

For example:

1.A client emails SD from their e-mail, not via the portal, with 2 CC'd email addresses

2. Issue is created for the client email

3. All CC'd email addresses are dropped from request and only the TO sender (client) is displayed. 

This opens up the chance for missed communication from the SD team and the CC'd individuals.

In a similar situation.
We have some SD's  that need to see who all are int he TO and CC field, but not automatically add them to the participants as large distribution groups are often times included in the CC. 

This is a major issue for our company.
Simply adding the TO/CC field info tot he description would solve this situation for us, but I can't see any way to do that.

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

910 views 5 18
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot