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Ignore email request by CC (field "copy" in mail)

Mikhail Singaevsky

Hello, friends!

Please help me with the question.

How can ignore emails and not create issues in Jira Service Manager sent from CC?

Expected behavior: if the email is sent as a copy to the email of Jira Service Manager, the request is not created.

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Jack Brickey

If the individual responds to the email from JSM then the response will be a comment in the issue rather than creating a new issue. The key is to have the JSM issue key in the subject. There isn’t an OOTB means of ignoring/filtering these. There is a new feature “similar issues” that may help you manually detect and close the duplicate.

Mikhail Singaevsky

Thank you, Jack!

Maybe there is an option with the Automation setting (mb with Rest API), or another deeper setting?

Vilmos Varszegi

Hey @Jack Brickey were is the new feature “similar issues” to find ?

Jack Brickey

Hi @Vilmos Varszegi , it is actually called Similar requests and appears in a panel below description area. what-are-similar-requests . It is specific to JSM.

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