We want emails to be added as comments in a single Jira ServiceDesk ticket, using the email subject

[Edgar Arutunyan]

Hi, we want to move the communications for one of our projects from regular email threads into Jira ServiceDesk.

Right now, we just want to add our servicedesk email to the recipient group so that we can first partially, and later fully, process everything through SDESK. However, the issue is that when there are many participants in the email thread, instead of adding a comment to the existing ticket, a new ticket sometimes gets created.

[Trudy Claspill]

Hello @Edgar Arutunyan 

The JSM email handler will add a comment to an existing issue when

1. The issue key is included in the subject line, or the reply is to an email generated by Jira for that issue, and

2. The issue specified is within the JSM project for which the specified email address handles emails, and

3. If the sender of the email has permission to add comments to that issue either as a JSM agent, Jira Collaborator, or a Customer with whom the issue has been shared or who created the issue.

Do the emails getting sent to your service desk email match those requirements?

[Edgar Arutunyan]

Hello!

Nope, but I will start to add them as customers for starters

[Nikola Perisic]

Hello @Edgar Arutunyan 

Do you have an automation rule set up for this?

[Edgar Arutunyan]

hi!

Not yet, can you help me out with advises on this? Like show me the rule builder if possible