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Email creating multiple tickets

Dan Allenby

Hi All,

We have moved to Jira Service Desk from another Ticket Management tool that relied on users emailing into a email address, which would log a ticket. We have moved that mailbox into Jira so user's can do the same (we have built up a large customer base, so made sense to move the same mailbox over). When a customer logs a ticket into Jira, we often ask them to go via the portal, however if our customer emails in, and there are other people on the email trail, every reply generates a new ticket. Is there a way to get all replies logged into the one ticket rather than creating multiple?

Thanks,

Dan

Accepted answers

Jack Brickey

The issue most likely is that the users that are copied are replying to the original email and not to the email response from Jira. For a reply to be a comment on the existing issue the subject needs to contain the issue key.

All comments

Callum Carlile _Automation Consultants_

Hi @Dan Allenby,

I'd check the settings in your incoming mail handler, perhaps you have the 'Create a new issue from each email message' selected, rather than this first highlighted option in the screenshot

mail handler.png

Dan Allenby

Hi, @Callum Carlile _Automation Consultants_

Thanks for the response.

We currently have this set as 'Cloud Email Handler'. What is the difference between this and the option you have highlighted above?

Thanks,

Dan

Callum Carlile _Automation Consultants_

I think this is just using some default settings that come with Jira Cloud.

There's more info here as to what the other 'Mail Handler Type' options are and how they process incoming emails, I'd suggesting trying to use one of these other options so that new tickets aren't created with each email.

Hope this helps!

Foo Guan Sim - ServiceRocket

The Cloud Email handler has the expected behavior (adds a comment into the issue if the mail contains the same mail ID [this is hidden in the source of the mail], or the Subject contains the ticket number, e.g. SUP-3322). @Dan Allenby what is the subject of the email that was received? Do they contain the same ticket ID in the subject?

Regards,

Foogie

Jack Brickey

Dan Allenby

Thanks @Jack Brickey - Been doing some further digging around this, and from my understanding unless the users reply to the message from Jira, there is no way these can be added into comments unless manually done and every new reply to the original email will create a new request?

Jack Brickey

Well that isn’t actually the case of late. Certainly it is a safe means of ensuring a comment. However, as a test, give this a try. Create an issue by whatever means you like. Then in your mail client create and email with the JSM project email as the “To” and in the subject put the issue key, e.g. “abc-123 this is a test - comment or new issue?”. Add some text to the body and send away. Results? My expels that a comment will be added. If not report back and we shall discuss further.

Dan Allenby

Hi Jack,

Apologies for the delayed response.

We had an issue the other day, where a ticket was emailed in from one of our customers, with several people on the email. A ticket was created into our service desk. There were several replies to the email, with each new email creating a new ticket. This only stopped, when we replied directly to a user on the ticket, and the communications were back and forth in there. We did add the other users into the 'Request Participants' box, however these didn't get any updates.

Below is a screenshot of our mail handler set up

Screenshot 2021-02-17 at 10.23.09.png

Is there anyway to have all the request participants updated for each comment? and to stop the multiple emails for one request?

mararn1618 _secretbakery.io_

Hi @Dan Allenby,

Not sure if this is solved for you, but I want to expand on @Jack Brickey's answer, since I just blogged about it and everything is still on top of my mind.

Question - Do you have (a) customer organizations and (b) request sharing set up?

If not, then what you experience is basically a permission problem:

anna@company.com logs a ticket
bernd@company.com replies via email
JSM recognized beta a a different customer and if Anna's ticket is not **shared** with Bernd, then he is exempt from accessing / modifying that ticket => He is not allowed to add a comment.

To prevent this, the ticket needs to be "shared" with the people that should be able to add comments.

Ticket Sharing - Tickets can be shared in two ways

Request participants: You can add another email address directly to the ticket as a 'request participant'. You have to do this for each ticket.
Customer organizations: You can create a customer organization, add both email addresses to that organization and enable sharing within organizations. (more convenient)

Customer organizations are more convenient and they are set up like in the picture below. In addition you'll need to enable sharing within the organization (global settings: https://<YOURINSTANCE>.atlassian.net/jira/servicedesk/projects/<YOURPROJECT>/settings/customer-permissions).

2021-05-24 17_37_43-Quickfix_ Duplicate Tickets from Emails with Customer Organizations in Jira Serv.png

If needed there are more details in the blogpost: https://www.secretbakery.io/posts/atlassian-jira/fixing-duplicate-tickets-from-email-with-organizations-in-jira-service-management/

Hope it helps!

Jack Brickey

Good info and nice blog article. You might consider creating an article here in the community and share the same contact. One question I have it’s been a while since I’ve tested this but it was my understanding that if a customer sends an email in and cc another user then if they are in the organization then they would automatically be added as a request participant. I seem to read in your article but that was not the case. Maybe I misinterpreted or maybe it doesn’t work that way?

mararn1618 _secretbakery.io_

I have just tested it and you're right: Emailadresses (a) on CC and (b) within the same organization will be added as a request participants. Other emailadresses (not within the organization) are dropped.

problem-service-queue-duplicate-ticket-from-email-ticket-with-organization-and-request-participant-field.png

The point the article makes is however that cc'ing someone is not even needed to let them comment. An email address (not cc'ed; not a request participant) will be allowed to add comments to the ticket, based on being within the same organization. Since that point is be a bit confusing in my post I have updated it with your insights.

Regarding the article for the community: I would absolutely love to do that! I was a bit unsure if it would be okay to recycle the same content for that community article, but I understand it's fine? What about backlinks to the original post or into the marketplace? (ps. we really need private messaging in the community; don't like to spam other people with such questions )

Jack Brickey

Thanks for the update. I think it be great to add that article to the community. Regarding do use of links outside of the community I know that is generally frowned upon. Regarding links back to the marketplace I think that’s fine but I would defer to the guidelines https://community.atlassian.com/t5/custom/page/page-id/rules-of-engagement

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