unexpected multiple tickets service desk

[Christian Theissen]

Hi Community,

maybe you do have hint for me. I'm struggling with multiple tickets which are created in Jira Service Desk Cloud. This happens when someone replies to a ticket/email he received because he was part of a distribution list or different group mailbox when a ticket has been created. The group mail box is participant of the tickt in Jira. But when someone replies to the mail a brand new ticket will be created in JIRA, although the JIRA Ticket ID is part of the subject. 

Do I have a chance to get this sorted? 

Thanks in advance,
Christian 

[Susan Waldrip]

We have this problem, as well, although it may not exactly match the one @Christian Theissen described.

We're (temporarily) solving the problem with process rather than automation or coding: When another team receives a request in their distribution email inbox that really belongs to our team, we've asked them to forward the ticket directly to someone on our team who removes the distribution email address from the To: or cc: and then forwards the email to the JSM. Not ideal, obviously, and I'm looking into automation or an existing feature of some kind in the JSM that that will remove the group email address. If anyone has a better suggestion or has solved this themselves, please let us all know. Thanks!

[Jack Brickey]

If you have email creation enabled and the following scenario occurs then it would explain your issue:

1. user A sends email to create issue and CCs other users B&C. Ticket 1 created
2. JSD replies with ticket created email that has the issuekey in the subject.
3. User B/C replies to the original email. Ticket 2 created

the reason for this is that JSD doesn’t have any means of determining that the second email should be a comment. If, B/C were to reply to the email with issuekey in subject then their reply would be a comment.

in summary the issuekey needs to be in the subject of the email otherwise a new issue is created.

[Christian Theissen]

Hi Jack,
this is one part of the issue. But the issue is B/C receives original mail because they were in a distribution list in CC. Even if they add the ticket ID and reply a new ticket will be created.

From my understanding this happens because the "personal email address" is not participant of the original request. participant of the ticket is the distribution list.

The question is how I can ensure that a comment will be added to a ticket when Ticket ID is added to subject field even if sender is not participant of the ticket?

[Jack Brickey]

Christian,

i will need to run a few tests when I have a few minutes as your understanding isn’t aligned with mine but I haven’t dealt with this scenario for some time. Is there some documentation or thread that supports your understanding? Also, are the emails on the Cc list existing customers in the project? In your test doe those on the Cc receive the notification back that issue was created?

[Marios Chrysovergis]

we have the same problem as @Christian Theissen . 

[Matthew Day]

I've not seen a confirmation of the issue, nor a solution. @Jack Brickey any ideas with this. Has anything changed in the past 18 months helping deal with distribution list users? 

[Jack Brickey]

@Matthew Day , this post is a bit old. There are many more recent posts about this as users often struggle here. If you are not finding an answer I would recommend a new post outlining your exact details of what you are experiencing.