Automatically decide if to open a ticket according to an E-mail

[Elyahu Eaton]

Hi,

We have a project in Jira service management on the cloud. We want to create an automatic ticket if we get an E-mail with a specific subject (this I can do) but if I check the ticket list and there is a ticket on that subject I want to discard the Email and *NOT* openning a ticket at all.

With the "Automation" I see I have to trigger it on a ticket that was created, I want to decide if to open a ticket and not after it is opened, which will cause a lot of tickets in "decline"

Is that even possibile ?

Thanks

[Alessandro Lombardo]

Can you share the configuration? maybe is the order of the elements in the automation. you should check if the ticket already exist ( based on a criteria you want ) before the action of the ticket creation

[Elyahu Eaton]

I haven't started implementing nothing. Just tried to start and there is no option to start manipulating a ticket received by mail without opening a ticket. Its the basic configuration