Unable to allow Jira Service Desk to either add comment or ignore e-mail from another system

Question

We are fully implementing Jira Service Desk but still working along with our IT Consultants in which they have their own ticketing system.

When an e-mail is sent to JSD, it also creates a ticket on their system. However when a user or myself adds a comment or reply back to that e-mail, instead of Jira adding the comment, it creates a new ticket on both ours and their system.

I tried to tweak settings such as limiting the messaging threshold from 0 to 1 and put their e-mail address to "bulk ignore" but it kept continuing this endless ticket creating loop.

I appreciate any assistance with this. Thanks!

Vergel Verceles · Answer

Good Morning Raynard,

Thanks for your reply and hope you had a great weekend.

Is there a forwarding? -Did not set up any forwarding

Do you notice any email addressses in requested participants? -It is a distro list that our helpdesk and the consultant's e-mails are in respectively.

When replying back what email address is in the to field and cc field? - It is the jira@mycompany.atlassian.net e-mail

Are the people replying a part of the issue?- Yes and Jira does not add a comment to that ticket and the consultant's ticketing system creates a new ticket on their end on each reply.

Raynard Rhodes · Answer

Is there a forwarding? Do you notice any email addressses in requested participants? When replying back what email address is in the to field and cc field? Are the people replying a part of the issue? Meaning their name is associated (watcher, requested participant, assigned, etc) in my experience if a new issue is created from an email reply it’s because the person is not involved in the issue.