It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

service desk mail cc emails handling

Deleted user Nov 12, 2014

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.

7 answers

7 votes
Deleted user Nov 13, 2014

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 )

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. 

You can either create a new suggestion or vote for this suggestion:

https://jira.atlassian.com/browse/JSD-960

You should also leave a comment in the JSD-960 to describe your use case. 

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.

Link doesnt work? Can you advise?

Woops sorry, I think there was an additional space in it, I just modified it. 

Thanks - however i'm still unclear.

I (as the admin) sent an email and cc'd in some colleagues. This created the ticket in Jira and had the cc'd as participants.

My colleague then sent an email and cc'd in others and this again created the ticket however there were no participants?

Is it a setting that is required to be set?

Jack Community Leader Aug 02, 2017

Kirst,

From this paragraph in the doc that Hermance provided, I would suggest checking that first and if properly setup then something is 'broken'...

 

Customers can add individual participants if they have permission to share requests. If the customer is in one organization, their request is shared automatically. Customers who are in more than one organization can't share requests with an organization via email.

Hi Jack,

Is there a document on how I can check this? I'm still in the testing stages so this is all new to me

Try and check the reciever's mailbox one time...

May be you might ge some clue.

Thank you.

Ravi

Hello guys Check the best information

Regarding To your Query - Finger Mehndi Designs with Front and Back: Finger mehndi designs 2019 are positively perhaps the cutest thing that improves beauty. Young ladies of the present period intrigued to apply Mehendi Designs on their front and back finger.

Most of our wedding celebrations are not finished without applying Mehndi Designs. Basic Finger Mehndi Design is Very Easy to Draw just as Talent does not have any constraints. You can really get Various sorts of finger mehndi designs 2019 with some simple instructional exercise strategies with a well-ordered guide.

0 votes

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. Visit Our site : Social Bookmarking Submission Site

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

546 views 1 10
Join discussion

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you