Setting up JIRAS from emails and setting jira name from email subject line

Question

Hello,

So the issue I have is that new emails are not always creating new JIRAs when they come through due to similar email subject lines.

for example each month I receive an email that has the following subject line where the ## is the version number.
Airport Operations Alert 10'16 v##

The issue is that JIRA is matching the first part of the subject to an old ticket that has been resolved and is updating it rather than creating a new ticket.

I was wondering if there is a way of updating it so that
Airport Operations Alert 10'16 v61
Airport Operations Alert 10'16 v62

would create different tickets rather than updating an existing one.

Paula Lyon-Lee_mxeq30 · Answer

We have a mail handler set up.

We have one entry set up for each support email address, each entry has the following items set up for it

* Bulk: ignore
* CC Assignee: false
* CC Watchers: true
* Catch Email Address: supportEmailAddressForClient
* Create Users: false
* Default Reporter: support
* Notify Users: true
* Strip Quotes: false

Nic Brough -Adaptavist- · Answer

Ok, but what have you set up to process incoming emails?

A mail handler?  A JSM email channel?  An app?

Paula Lyon-Lee_mxeq30 · Answer

We use Gmail.

The issue is not with  de-duplication but rather with the creation of new tickets.

for example

incoming email
to: support@something.com
subject: Airport Operations Alert 10'16 v61

this will create a new jira say pro-116 and if you reply to all updates the jira created too so is working as expected.

the problem comes when a new email with the next version comes in

to: support@something.com
subject: Airport Operations Alert 10'16 v62

Instead of creating a new jira it updates the previous one so pro-116
even though its a new email thread.

I think this is down to the subject line matching within JIRA as if there is a character limit on it then it would explain why this is happening