Hi Atlassian Community!
I am looking into a very strange issue. Emails that should be arriving in the Jira IT Service Desk, are not going to the intended Project. They are commenting on an existing ticket on a separate Jira Client Service Desk (eg: Ticket CS-9876). This issue occurs sporadically (once every few months). More details below.
Intended workflow:
- User sends email to helpdesk@email.com
- Email gets created as a ticket within Jira IT Service Desk (eg: IT-1234)
Issue workflow (occurs sporadically – once every few months)
- User sends email to helpdesk@email.com
- Email links to an existing ticket as a comment. It links within a separate Jira Client Service Desk - not the intended IT Service Desk.
It always links to the same ticket (eg: CS-9876)
Email DOES NOT arrive in the JIRA HelpDesk Service Desk
We are not sure why some tickets that should arrive as a new ticket creation in Jira ‘IT Service Desk’, are commenting on an existing ticket within a different Project entirely (Jira Client Service Desk CS-9876).
It is important to note that the helpdesk@email.com email address only links to the IT Service Desk. It does not link to Client Service Desk in any way. The Client Service Desk is set up with a different email entirely.
I have checked:
- Email integrations of all projects to ensure helpdesk@email.com isn’t linking anywhere else
- Outlook mailbox rules to ensure there is no forwarding
- Jira automation rules to ensure nothing is interfering
- Tried re-naming the ticket, however tickets are still linking to it
My next option would be to delete this ticket entirely (CS-9876), however I’d like to know if anyone has experienced these issues/have a resolution before I default to deleting the ticket.
