Customer reply with Jira in CC

[Olli Lutz]

We have a use case where we would need some support on:

• Customer creates via mail a ticket with people in cc (which are already known as customers in the portal)
• People from cc are added as request participant
• We can answer to the reporter and the people from cc

My question is, is it possible if a customer from cc answers the reporter and the jira address is only in cc (subject is the same, mail thread as well), that this mail is added to the ticket in Jira??

[Sam Bartolome]

Hi @Olli Lutz ,

I believe it should be possible to achieve. Take a look to the Incoming Mail area>Mail Handler and set it to set the Mail Handler Type to Create a new issue or add the coment to an existing issue.

It is importan the those in cc who will reply, do so above the Reply this line or similar parameter so Jira can catch what to add on.

Never try it but in theory it should work