How do we stop multiple emails from a customer all ending up on one ticket instead of a separate tic

[Billy Pelser]

We have a customer who on some days sends a number of emails for separate jobs and instead of opening a separate ticket for each email, JSM is opening one ticket and adding all the work requests from each email to the same ticket.

[Benjamin · Accepted solution]

Hi @Billy Pelser ,

There is probably some pattern in the email summary that causing this. Is the customer using the same exact summary for all request? And when you observe that all work request are in the same ticket, does that mean that information is all in the description or are the other request added to the comments in the same ticket?

-Ben

[Billy Pelser]

Hi Ben, The customer is using the same summary for each request but the summary includes a vehicle number which is different in each request. So it appears that the first email is creating a Jira ticket as expected but then subsequent emails requests are added to the comments in the initial ticket

[Marc -Devoteam-]

Hi @Billy Pelser 

As mentioned by @Benjamin this indeed the case.

Also check this KB on how t possibly verify this, https://support.atlassian.com/jira/kb/emails-sent-to-a-jira-service-management-project-are-added-as-comments-to-existing-requests-instead-of-creating-new-requests/