How does JIRA Service Desk associate emails to a particular ticket?

Question

Hi,

How does JIRA know that an email response to a ticket should be associated with that ticket and doesn’t create a new ticket entirely? We have a client using our JIRA service desk via their own internal IT support service. The client's system sends an email to raise a ticket to our JIRA service.

However, I need to know how JIRA ascertains that a ticket email relates to a ticket chain/existing ticket or is a new ticket. For example, if JIRA receives 2 tickets via email with an Identical Summary/Subject title from the same email address will JIRA know that these are two different tickets, or will it assume these are individual tickets?

To add, I have tried to break this to stop an email being associated with a ticket by removing the subject line entirely and replying below the line but this has not stopped the responses coming through on the correct ticket. I wondered if JIRA used a pixel within the emails sent out giving the responses a unique ID.

Thanks

Alex Koxaras -Relational- · Accepted Answer

Hi @John Newton ,

To my knowledge, JSM projects uses different email handlers than the email handlers located in the instance settings.

Concening the JSM handler, when Jira receive an email it checks if there is a Project key within the summary. If there is one, it searches for that key. If the key of found it adds the email body as a comment. If Jira receives an email without an issue key, then it simply creates an new ticket (if email requests are activated).

Suvradip Paul · Accepted Answer

Hi @John Newton ,

Thanks for posting and welcome to the community. I would suggest you to go through about three stage process i.e.  Email Puller, Email Processor and Database Cleaner under this guide - https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/ to know details about how JSM process Email Requests.

Please check and let me know if that helps.