Email reply from another ticketing system

[Marko Fazekas]

Hi everyone, 

we have the following issue: 

We are working as a support to another company that has their own ticketing system.

When they send email it creates a new ticket which is fine. We reply to them, then when we get response it creates a new ticket.

What is happening? Let's dive in.

Their system creates a ticket with a subject: I have issue [Ticket #123]

When reply is sent from Jira subject looks like this: JIRA_ID-567 I have issue [Ticket #123]

Their system ignores subject changes and on next reply from their system we have again original subject: I have issue [Ticket #123]

And it creates a new ticket each time they reply.

I have found that there is a way to check for jira ticket number in-reply-to headers of email but can't find more info about it or how to set it up. Could someone help and share some info about it? 

Thanks

[Angélica Luz]

Hello @Marko Fazekas,

Welcome to the Atlassian Community!

On Jira Service Management, when a customer creates a ticket, they will receive a notification, and then, they need to reply using the exact same email address for it to be added as a comment.

The notification contains the issue key and that’s also necessary to correctly map the comment to the existing ticket.

With this said, I would like to know if you are using the project mail handler: Project settings > Email requests (company-managed) or Project settings > Channels > Email (team-managed).

If so, are you using a custom email address or the cloud email address (the one automatically created for the project)?

Service Management has its own handler and it’s the best option because you can check the logs to confirm why it’s creating a new ticket instead of adding a comment and also download the eml file.

• Receive requests from an email address
• About email logs in Jira Service Management

​​Kind regards,
Angélica

[Marko Fazekas]

Hi,

I have realised that issue comes from Microsoft (office365) side. While testing everything was working properly from free email (outlook.com) while for office 365 In-Reply-To header was removed.

Have you experienced that before?

[Angélica Luz]

Hi Marko,

Thank you for the details.

When an email is received, the mail handler checks the details below:

• Scans the email subject line for an issue key.
• Checks if the sender is allowed to create issues in the project or if they have access to the issue key mentioned (reporter, participant, member of an organization).
• If there isn't an issue key it checks the In-reply-to header which maps it to the issue.

If there is an issue key on the summary and who is replying to the notification has permission to comment on the ticket, the comment should be added.

There is a new feature in Service Management that you can test in case there is a valid issue key on the summary.

Please, go to Cog icon > Products > Configuration (under Jira Service Management). 

On this page, select “Yes” on “Allow all emails that contain a valid issue key to be added as a comment to the issue?”.

Please, take your time to test and let us know how it goes.

[Marko Fazekas]

Hi @Angélica Luz

I have asked my administrators to raise it with Microsoft. From all my tests I can confirm that it is issue on MS side, it is not related to Jira.

Thank you for your support :)