New ticket is created in JSM Cloud if another person replies to the ticket emails

Katerina Rudkovskaya _Stiltsoft_

Hi everyone,

My use case:

• A customer has emailed a new ticket to your service desk (or used the portal).
• Another person replies to the ticket emails (or the customer has used another email address).
• Instead of commenting on the existing ticket, a new ticket was created.

I need to get the response in the same ticket, any solutions?

Joseph Chung Yin

@Katerina Rudkovskaya _Stiltsoft_ -

Please take a look at the following reference links to ensure your email handler configuration is setup properly -

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/

By default this the how JSM handles email (reply) normally -

• If a user sends a reply to an email used to create an issue in the past and if no issue key is mentioned in the mail subject, the Service Desk Mail Handler scans the table notificationinstance to check if the original email was used to create a Jira issue:
  • if it detects that the original email was used to create an issue, then it will add a new comment to that issue
  • if it does not detect anything, it will create a new issue

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.