Service Desk Platform issue - automation did not work as expected for request sent by e-mail

[marija.velkova]

Hi,

One of our co-workers generated 2 separate tickets to service@livedooh.com and the two tickets (which contained 2 different clients) were merged.

(We allow our clients to use the email support@livedooh.com for any kind of support they need, and once the email is sent out, a ticked is created in servicedesk) 

The problem is that this time only 1 ticket was created instead of 2 (https://livedooh.atlassian.net/browse/PS-1289?filter=-4&jql=project%20%3D%20PS%20AND%20assignee%20in%20(5eafc66e6c84140b9e6f0671)%20order%20by%20created%20DESC) and it contained all of the participants from different companies.

Here are the timelines:

Aug 21: An email was sent towards service@livedooh.com with subject: Please create & test custom-sized LiveDOOH player app for Windows pointing to production org_name=Smart Outdoor [Org #15].

A confirmation (auto-reply) that "Just confirming that we got your request. We're on it" was received.

Aug 22: An email was sent towards service@livedooh.com with subject" » Due date: Monday 24.08.2020 - Please import inventory list to production org_name=Demo-08 [Org #16]

For some reason, there was not a confirmation for this ticket, and it seems to have been merged with the ticket above (content AND participants from a different org).

We would like to know the reason for this since it could have caused commercial damage.

Please let us know

King Regards,
LiveDOOH team

[Angélica Luz]

Hello @marija.velkova,

Welcome to Atlassian Community!

On Jira Service Desk it's possible to see the logs for incoming email, so if it was processed by Jira and the ticket was not created, it will show the reason in the logs.

Please, go to Project settings > Email requests (Classic project) or Project settings > Channels > Email (Next-gen).

Click on "View logs" and on the Processing Log tab, it will show the emails that Jira read. Find the email "Due date: Monday 24.08.2020 - Please import inventory list to production org_name=Demo-08 [Org #16]" and check the status and details. Feel free to share a screenshot if it shows any error, just make sure to hide private information.

Also, I would like to clarify that, when using a custom email address, Jira will read emails on the inbox. With this said, if someone reads the email before Jira, the ticket won't be created, so it's important to make sure that no one access this inbox to prevent this kind of issue.

Regards,
Angélica