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CC'd customer replies are creating separate tickets

Jared Grywacheski

For one of our projects we have email replies turned on. These are working as expected, if the recipient replies to the email their reply is added as a comment on the ticket they are replying to.

The issue comes when that recipient CCs another user on that reply and that user then replies to the email, it creates a brand new ticket rather than adding the reply as a comment.

Is there a way to avoid this?

Accepted answers

Susan Waldrip

Hi @Jared Grywacheski , Welcome to the Community, we're glad you're here!

Your problem is a common one (I've also encountered it), and it's mainly a training issue for your users -- letting them know to only reply to JSM (system)-generated tickets. However, you can also add some text in the Customer notifications to instruct people to do that. Just depends on how you want to handle it.

There's nothing in the JSM (automations, workflow transitions, etc.) that I'm aware of that will do that for you.

All comments

Susan Waldrip

Hi @Jared Grywacheski , Welcome to the Community, we're glad you're here!

There's nothing in the JSM (automations, workflow transitions, etc.) that I'm aware of that will do that for you.

Jared Grywacheski

Thanks Susan!

That's kind of what I figured, didn't make sense to me that someone responding to a CC'd email would have their reply added to the comment.

I will instruct our users that there is no email rule that can resolve this.

Much appreciated.

Jared Grywacheski

@Susan Waldrip Sorry, just wanted to clarify.

Person A submits a ticket and receives an email notification about a response on the ticket. They respond to the email and CC Person B on that response.

Person A's response to the email gets added to the ticket as a comment.

Person B responds to the email but instead of their response getting added as a comment it creates a whole new ticket with their response.

Would the following setting resolve this issue:
https://support.atlassian.com/jira-service-management-cloud/docs/allow-external-emails-to-be-added-as-comments-on-issues/

I assume the above setting is a global setting for our JSM instance and cannot be set per project?

Susan Waldrip

Hi @Jared Grywacheski , yes -- good find! My apologies, I set/verified that setting ages ago and forgot about it! If you set this setting to allow anyone sending an email with an issue key (ticket number) to JSM, then JSM will just add that person's email content to the ticket's Comments section instead of creating a new ticket. And you're correct, it's a product-level setting so anyone who has permissions to access your JSM on that instance will be able to add comments to tickets that way.

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