Jira Service Desk communicating with another Service Desk

[Florian Heinrich]

Hi All,

I have a problem. I have set up a service desk project for one of our clients. The process we want to achieve is:

Client User --> Log issue on client service desk --> Client service desk escalates to our service desk --> Jira Service Desk receives issue "IN123456789 - Help" from client service desk --> I respond to request which is received by client service desk and so on. 

The problem I'm having is that the client service desk is not reading my response because Jira adds the prefix / ticket number in the subject line so the ticket now is "SSD - 12 IN123456789 - Help". 

Is there any way to remove the ticket ID from the subject line and Jira still being able to read a subsequent response from the client service desk?

Thanks a lot.

Regards,

Florian

[Nic Brough -Adaptavist-]

There is no way to do this.  Jira requires its unique ID in order to tie the email back to the issue it is for, so even if you could remove it (you can't on Cloud as it is code change), Jira would then fail to process replies because it has no way to know which request the mail is about.