My Jira Service Management system sends out a confirmation mail to the customer when a ticket is created after their mail. The confirmation mail sends the mail to the service desk system of the customer and makes a ticket at their system. This sends a confirmation to us and so the cycle repeats without wanting it. How can we fix this?
Hi @[deleted], does the original email come from the customer's ticketing system? Is the customer using JSM or something else? Are you using JSW or JSM?
I expect you are going to need to disable automatic confirmation notifications and set up conditional notifications in Automation.
@Jack Brickey Yeah we use Jira Service Management (JSM) and the other customer uses another system but not Jira.
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