Mail workflow with CC addresses?

[Sascha Ludeck]

Hi,

we are using OTRS as ticket system and evaluate JSD as a possible replacement. I have one major issue which is likely a dealbreaker, but I would like to confirm if I get it right:

Situation:
All of our customers and their individual users need to be pre-approved to raise support requests due to security requirements. This is done via Email address authentication and the addresses are implemented internally during onboarding.

However, since customers are using email with OTRS, they can CC other team members or external service providers/customers (which is ok in our processes as they CANNOT create new ticket but participate in the resolution of the one ticket they are on CC).

After that, we answer all parties, meaning we can discuss and work all together on the issue which is essential to us.

To reflect that in JSM:
I understand, regardless of Portal or Email usage, a ticket participant has to be a Jira customer. To achieve this, I would have to allow everyone (or max. by domain) to register an account. If so, the customer would send email to us and CC others. These others would then get a Jira email, register and get all the updates from us + can add comments going forward.

BUT if we do that, we breach our main goal that only pre-approved customers can raise new requests. And if I don't allow that, the "others" in CC would receive the original email but wouldnt see answers from us or wouldn't be able to reply. 

Is that really the case?!

Thanks in advance and best. 

[Andrea Rákosfalvy · Accepted solution]

Hi @Sascha Ludeck ,

With Jira to be able to participate in a ticket the email sender should be a user (licensed Jira user or JSM customer), so you are correct in the limitations as described (to the best of my knowledge).

However third-party add-ons such as Email This Issue or I believe Enterprise Mail Handler for Jira as well, allow the option to keep track of and communicate with external email addresses too.

With Email This Issue you can set the mail handler to save email addresses in the regular user fields (if they are associated with a user), but if unknown, the address can be saved to a text field which can also be used as a recipient for notifications. Comments from external users would still be added (using a default reporter), but you do not need to accept issue creation from these external users (unless you want to) - allowing you the ability to use your regular pre-approval for customers and restrict who can create requests and at the same time communicate with non-users on the same ticket.

I hope this helps,
Andrea
META-INF - Email This Issue support 

[Sascha Ludeck]

Can there really no one answer this question?

[Sascha Ludeck]

Hi, can someone confirm or correct by observations?

Thanks again.