Updating an existing JSM ticket comment from a new Outlook email

[Peter Leach]

Is it possible to have the comments in an existing JSM ticket updated with the contents of a new outlook email when an agent sends a new email from outlook?

[Britta Neugebauer _yasoon_ · Accepted solution]

Hi there @Peter Leach 

Thanks for asking! Outlook emails can’t update existing JSM ticket comments directly, as @Walter Buggenhout mentioned.

For a more comprehensive email integration, you can try Microsoft 365 for Jira. It lets agents share Outlook email replies inside JSM tickets. Here’s a quick video explaining it.

Full disclosure: I work for yasoon, the app’s developer, so I recommend it when it fits your needs :) The app is free for up to 10 users and you can start a free 30 day trial to see if you like it.

[Walter Buggenhout]

Hi @Peter Leach and welcome to the Community!

No. Emails sent to JSM either add a new comment - when they are sent in reply to a message that has a reference to an existing ticket - or create a new ticket (when there is no reference to an existing ticket in the incoming email).

Updating comments is not a supported feature.

Hope this helps!

[Peter Leach]

Hi Walter

Many thanks for your reply, is there a way to add a reference to an existing ticket to a new email? this is so that emails sent to an external party, like a supplier or consultant that doesn't have access to our JSM instance could be automatically added to the comments of a particular existing ticket