Emails to Jira Service Desk email create new ticket each time even if the same email/topic/issue

Question

Our customer prefers to use their own ticketing system, but they set it up so that when a ticket is created on their end or any updates made to it, it emails OUR Service Desk email address which creates a ticket.

Here is the issue though...whenever they make changes to the ticket in their system, it sends another email with the same ticket summary to our Jira Service Desk and creates a NEW ticket rather than appending the existing ticket. The title of the ticket is the same and it still does this each time.

How do I fix this? Mail handlers?

unknown · Answer

I wondered about that. It's not a reply to an email or existing ticket. It has the same ticket number in the summary etc. but it's not like a reply to an email so it doesn't seem to recognize it as a response to the same ticket and thus creates a new ticket rather than appending the existing ticket.

unknown · Answer

How would I get them this issue key? I imagine it's a one and done type of thing not something I need to do each time for each ticket, that would be done automatically no?

Jack Brickey · Answer

The issue I expect is that the new emails are not direct responses to a JSD email. There is a thread I was looking for and wanted to reference here where @Eaniel Deads (I think) had chimed in explaining what JSD uses to determine that an email is associated w/ an existing ticket. However, I could not lay my fingers on it quickly. Long story short, the email header factors into whether a new ticket is opened or if the existing one is update, not just the Issue ID in the subject.