Accessing and updating tickets/issues from external ticket system

[Dennis Janezic]

Hi community,

our customer has it's own ticket sytem and we would like to implement their tickets into our JIRA cloud. We are receiving mails from the external system, but they have their own Ticket-ID's. Receiving mails and creating new issues in JIRA cloud works, the problem starts when updates of existing tickets arrive our JIRA and they do not have the JIRA IssueID in it. So JIRA is not able to handle those updates as comments on existing tickets, but always creates new ones. While there is a lot of activity on the single tickets, our JIRA becomes confusing.

So is it right, that there is not standard way to connect incomming mails with existing issues / tickets when there is not the JIRA Ticket-ID part of the mail?

Is there a possibillity to solve the issue otherwise? I think automation should be the way to use?

The logic could be:

1) New ticket with external ID is created -> start of automation

2) Searching for external ticket ID in the mail header

3) Searching for already existing tickets in JIRA with the external ID (e.g. ext. ID could be stored in an customer field)

4) Whan JIRA-Ticket exists, the body of the mail should be stored as a new comment in the existing JIRA ticket.

5) The new ticket can be deleted.

When writing it down, the way feels very comlicated. Is there an easier / mor elegent way to solve my issue?

Has anyone an idea how to solve my problem? Perhaps someone with the same problematic here?

Thanks in advance for every feedback.

BR

Dennis

[Brant Schroeder]

@Dennis Janezic If it is coming for the same email address and has the same email subject it will match it to an issue already created.  If the subject is changing or the email is changing it will not match it.  There are other factors like email headers that could also impact it.  Depending on what the other ticketing system is doing it could make it harder to match up.