Email response is creating a new ticket

Question

Hello -

We have incoming email set up but are experiencing an issue whenever one of our customers replies to the ticket.

It a comment is added to the ticket and the customer receives an email notification and then replies to that email a new ticket is being created.

This is happening because the email subject line comes back as

RE: [[External]]--ABC-123 Brief Conversation

The [[External]] is causing Service Desk to now recognize the ticket key.  I have tested this, and removing [[External]] fixes the problem and the email will then be added as a comment to the original ticket (as opposed to creating a new ticket).

Is there a way to have SD recognize the "new" subject line as an existing ticket?

Suresh Sakhare_n45t1k · Answer

Hi Kelly,

Considering you are using "Create a new issue or add comment to existing issue" mail handler.

JIRA mail handlers check the issue key in subject line then email subejet line search with issue title, if one of them found it will add comment to existing issue or create new issue.

Thanks

Suresh

Natalie Rossing · Answer

How are your Mail Handlers set up? I had this EXACT issue happening, we had to fiddle with the mail handlers. Also is this happening only with Administrators or end users as well?