Hello,
Our data team currently utilizes a Kanban board to manage issues from various vendors. One of our vendors also uses Jira and has a customer portal where we submit tickets. We’ve asked them to customize the portal request to automatically reply to an internal email connected to our Jira dashboard whenever we submit a ticket.
Issue:
When we submit a request through the customer portal, we receive an automatic reply from the vendor, which creates a ticket on our board. However, when a second response arrives from a vendor technician for the same ticket, a new ticket is generated because the key is different.
Is there a way to set up an automation rule to recognize the summary as the same issue, allowing the second ticket to be linked to the original one?
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