How does JIRA Service Desk associate emails to a particular ticket?

[John Newton]

Hi,

How does JIRA know that an email response to a ticket should be associated with that ticket and doesn’t create a new ticket entirely? We have a client using our JIRA service desk via their own internal IT support service. The client's system sends an email to raise a ticket to our JIRA service.

However, I need to know how JIRA ascertains that a ticket email relates to a ticket chain/existing ticket or is a new ticket. For example, if JIRA receives 2 tickets via email with an Identical Summary/Subject title from the same email address will JIRA know that these are two different tickets, or will it assume these are individual tickets?

To add, I have tried to break this to stop an email being associated with a ticket by removing the subject line entirely and replying below the line but this has not stopped the responses coming through on the correct ticket. I wondered if JIRA used a pixel within the emails sent out giving the responses a unique ID.

Thanks

[Alex Koxaras -Relational- · Accepted solution]

Hi @John Newton ,

To my knowledge, JSM projects uses different email handlers than the email handlers located in the instance settings.

Concening the JSM handler, when Jira receive an email it checks if there is a Project key within the summary. If there is one, it searches for that key. If the key of found it adds the email body as a comment. If Jira receives an email without an issue key, then it simply creates an new ticket (if email requests are activated).

[Deleted user]

This may be true of JSM but definitely isn't of JSD, in case anyone else stumbles across this case.

Don't know what else the handler uses but it does more than match subject etc.

[Suvradip Paul · Accepted solution]

Hi @John Newton ,

Thanks for posting and welcome to the community. I would suggest you to go through about three stage process i.e.  Email Puller, Email Processor and Database Cleaner under this guide - https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/ to know details about how JSM process Email Requests.

Please check and let me know if that helps.