[JIRA] tag in subject line

Question

We are using the cloud version of Jira When Jira sends an email to a customer it tags it with the [JIRA] tag eg [JIRA] KRSD-1147 Label not printing However some of our customers have scanners on their mail servers that mark emails coming from outside their organisation with tags like [External] and removes any previous tags in square brackets. so the email the customer sees is [EXTERNAL] KRSD-1147 Label not printing Consequently when they reply to the ticket the Jira mail handler doesn't recognise the tag and so the comment does not get added to the ticket. Bearing in mind we are using the cloud version of Jira - Is there any way we can change the tag on the outbound email to something like to make it more distinctive and then have Jira recognise the tag on any reply? thanks Steve

Logan Geist · Answer

I have this problem right now as a B2B partner with a company that uses JIRA. JIRA changes every subject line in our tickets with them. This means their responses to our tickets are funneled into creating a new ticket. It's peculiar that a platform would have this fundamental feature that makes it incompatible with other platforms.

Diego Torres_yvgtcn · Answer

Hi Stephen, Jack,

I have that problem right now. For example, when a client responds to us. Jira creates a new ticket via email. It only happens with the domain of this company, with the other companies it does not happen. Just add the comment to the ticket

Really strange,

In 2023 do you have any workaround?

Regards!

Stephen Howes_a2v0g3 · Answer

Thankyou Jack,

I'll leave this issue open in case someone else has anything further to add but I expect that this cannot be an isolated case as a growing number of organisations seem to be scanning and marking emails coming and going into/out of their organisations..... especially in government/public sector  where there is a requirement to implement  'restrictive marking' of documents.