Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

Replies from external email addresses creating new issue

We are experiencing an issue where recently any replies to a service desk comment notification from an email address that is not associated with a customer are creating new issues rather than a comment on the issue that appears in the subject line. When we first set up the system any replies from non customer addresses were ignored but at some point, after a cloud update, we found that the permissions had been set so that anyone could add a new issue. At that point though, if replies came from non-customer addresses, they would be added as a new comment to the issue id in the subject. Recently this has changed. Does anyone have any idea whether we can edit the inbound message handler/processor to make it so these replies get added as a comment to the correct issue? 

1 answer

We have our permissions set so anyone can create a new issue by email, and what you describe (if email is sent from an address not already associated to the issue in any of [reporter| assigned user| requested participants] then it creates a new issue) has happened from day1, regardless of the email subject containing the relevant issue reference number. 

 

So I'm also looking for a way to adjust the message handler to look for the reference number first and if found to add the sender to requested participants and add the comment to the original issue. 

Thanks for the comment Josana. Good to know it has always worked this way for you. I think it was how new default settings were created after an upgrade that allowed this for us. At one point recently we noticed that anyone could comment and then shut that off but so many users had got used to being able to comment from their secondary email addresses that we got a lot of complaints so we turned it back on. I suspect that is what caused the change to where we are now. 

We use the JEMH add on for processing notifications so I’m going to explore if there is a way to make that do what we want as it appears the default Service Desk handlers don’t and aren’t editable. I’d love to hear otherwise though! 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

227 views 1 6
Read article

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