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Mail response loop with customer service desk

Leon Schmidt_5r9si8

Hello,

is there any good way on how to handle a mail loop between our Jira Service Management and a customer service desk application?

Screenshot 2024-07-31 100338.png

It seems like we respond with an automated "issue created" mail, which then creates a new issue in the customer service desk, which again sends an "issue created" mail to us again.

Cheers,
Leon

Accepted answers

Adolfo Casari

@Leon Schmidt Maybe the Advanced mail loop detection can help you in this case (System -> Incomming mail -->Advanced Configuration) Given your screenshot, I would set the threshold to 15, so after 15 tickets created it should block that email.

All comments

Samuel Gatica _ServiceRocket_

Hi @Leon Schmidt

Disable the "Request created" notification and implement an automation that sends an email instead. Additionally, include a condition to exclude that specific email address from receiving the notification.

Hope this helps

Best regards

Sam

Adolfo Casari

Leon Schmidt_5r9si8

We have defined a rule in Outlook Online that automatically marks emails from the specific sender as read. This should temporarily prevent further processing in Jira.

Together with your solution, I think we should be safe for now.

Thank you for your time.

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