JIRA Service Management email requests get duplicate entries

Question

We have set up a service management for our agents, where when they send an email it automatically gets logged in as a ticket with the name of the email thread.

Sometimes though, when a reply is made in the email thread from someone in the CC another email request ticket gets logged with an appended Re: to it ( Example: Issue with Payments -> Re:Issue with Payments) which is a separate ticket and doesn't track the replies on the "main" thread.

Is there a way to prevent this from happening, as it makes our reports not accurate ?

dimitar_filipov · Answer

Hi Liam and thanks for your input !

Sadly I don't think we can create the tasks within Jira beforehand, as they are mostly for newly reported issues. It's interesting that this problem of ours only happens some of the time, most of the replies in the emails are added to the correct issue created in the Service Management.

Liam Green · Answer

Hi @dimitar_filipov

Jira Service Management uses the 'key' field to track tickets, so if the original email has a reply that doesn't include the 'key' then it then JSM thinks this is a new ticket and logs it accordingly.

The best way to prevent this is to create the task within Jira so that all replies should have the 'key' on them.

The other option is to link the tickets when they come in, mark the second one as a duplicate and ensure your reporting excludes duplicates.