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After the issue is resolved in JSM

ks_hyeon

After the issue is resolved in JSM and the completion email is sent to the customer, can't it be registered as a new issue when the customer makes an additional request? Currently, it seems to be added in connection with the issue and not created in the queue.

Accepted answers

Fabio Racobaldo _Catworkx_

Hi @ks_hyeon ,

if customer interacts with jira thorugh email, when he replies to a notifiction email, that content will be added to the same ticket as comment. This behaviour is due to the subject of the customer email that contains a valid issue key. If the customer send a new email with a subject withouth an issue key, a new ticket will be automatically created on Jira.

Hope this helps,

Fabio

All comments

Fabio Racobaldo _Catworkx_

Hi @ks_hyeon ,

Hope this helps,

Fabio

Alberto Salvante

Hi Hyeon!

I think you should use an automation to make the comment on the issue resolved to be used to create a new ticket.

Maybe something like this:

Screenshot 2022-06-03 at 10.53.22.png

Hope it helps.

Best,
Alberto

ks_hyeon

understand. Thank you very much for the quick reply.

ks_hyeon

Thank you for answer.
I'll give it a try.

ks_hyeon

Dear Alberto,

I tested it according to your guide. However, as a new issue, it does not appear in the queue and runs as a comment on an existing issue.
Do I need to increment the issue key in the image above?
Copy of {{issue.key+1}} ? like this?

Alberto Salvante

Hi Hyeon,

That automation should create a new ticket. Can you please take a screenshot of the log? So we can find out if there is an error or something else.

Best,
Alberto

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