Forums

Articles
Create
cancel
Showing results for 
Search instead for 
Did you mean: 

Tickets raise by mail id ?

SK
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
January 21, 2019

I have created email Id for raising a tickets on my portal ? Example ithelpdesk@cjdarcl.com if any body mail us its creating tickets no matter others users email Id in loop .But if any usrs reply back that mail id its creating again and again duplicate ticket.

I wants no tickets will created if any users put cc or bcc (ithelpdesk@cjdarcl.com)

2 answers

1 vote
Yogesh Mude
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
January 21, 2019

HI @SK

Welcome to the community!

I wants no tickets will created if any users put cc or bcc (ithelpdesk@cjdarcl.com)

You should use Created issue or comment on existing mail handler while configurint mail handler to project. if its already there then whenever the user is replying back to the mail the mail subject should contain the ticket ID then only it will not create a new ticket instaed of it will add the comment on existing ticket.

SK
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
January 21, 2019

Hi Yogesh,

We are earlier using freshdesk servvices but in jira service desk i can;t find any automation rule.

Please help me to configure mail handler 

0 votes
Jack Brickey
Community Champion
January 21, 2019

@SK, the issue likely is that the individuals included on the email are replying to the “original” email sent by the reporter which does not include the Jira issue ID in the subject. Here is how it should work...

  1. reporter sends email and optionally CCs others
  2. Jira sends a response email notifying of the ticket being created. This email has the issue ID included in the subject
  3. anyone can respond the email in #2 and their reply will be captured as a comment 

if anyone replies to email resulting directly from #1 and that reply has the JSD email included then JSD will see this as a new issue request.

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events