Log a new call when replying to an email

Question

Hi Support

I have jira servicedesk and when my users forward an email that was send to Jira servicedesk it update the original issue and it does not log a new issue?

is the a way to make sure it loges a new issue instate of updating the original issue?

Scenario:

1. User1 send an email to Jira servicedesk that she need printer to be install and she cc her manager

issue gets logged in Jira servicedesk with Ref no. IIE1.

2.  Then "User1's" manager forward the same email to Jira servicedesk, the manager needs access to internet

3. Then it update this issue IIE1 instate of it should log a new issue IIE2 for the Manager

I hope you understand my scenario

I just need an explanation if there is.

Mike Bowen · Answer

HI @Angie

I would say, "why don't you test it?" because I can't be sure of that scenario without testing it myself and I don't have email requests set up at the moment.

Send an email to your support email address, CC in another email address (you have access to), then resolve or close the ticket. From the other email send in another email request with the exact same title and see what happens.

That would be your confirmation.

And it would be awesome if you could let us know the outcome.

-Mike

Dirk Ronsmans · Answer

Hi @Angie ,

The documentation explains it as follows:

Create a new issue or add a comment to an existing issue

This handler creates a new issue or adds a comment to an existing issue. If the subject contains an issue key, the message is added as a comment to that issue. If no issue key is found, a new issue is created in the default project.

So you cannot (be default) have it both ways.

Either there is an issue key in the subject and JIRA will by default add the email to the comments section or if no issue key is found it will become an email.

You might be able to use an add-on but it's not a use case I have explored myself.

Something like JETI (Jira Email This issue) might be able to create custom handler that if a subject contains FW: to create a new issue and if it is RE: to add a comment.

Keep in mind this is very tricky and you'll never have a foolproof system.

I feel it would be a lot better to educate your customers that if they want to open a new issue that they need to create a new email with a proper subject and one that does not contain an issue key.

Angie_1z57vd · Answer

@Dirk Ronsmans thank you for the response,

No i dont want users when they reply to their issue that is logged already when they asking for update to open a new issue i still want it to go to the original issue as Reported comments.