Multiple issue-keys in the subject of an email, what happens?

Question

Hi,

In our current ticketing system, when there are multiple tickets numbers in the subject, it always takes the last ticket number to add the email to.

I would like to know what Jira service management does when there are multiple numbers in the subject? Does it add it to both, only to the last one?

Can I change this somewhere in project settings?

I can't test this out as our email is not yet linked to jira yet.

Marc Koppelaar · Answer

Hi @ACN Helpdesk

I'm not sure, but give it a test un and see if that works.

ACN Helpdesk · Answer

So if you set a issue key between quotes, JSM will take this one?

Marc Koppelaar · Answer

Hi @ACN Helpdesk

You can't change this the mail handler from JSM check the issuekey in the subject form the start of the subject.

The only option you might have is to set the issue key parameters in quotes, brackets, etc.., but I don't think that is sustainable.