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Link tickets from mail

Antonia

Hello,
In our project, we have set it up so that you send e-mails to Jira and Jira then creates a ticket. However, if I now send a second ticket afterwards, a second ticket is also created. Is there a possibility that some tickets can be linked? So that I can say that this ticket becomes a subtask of the ticket?

Accepted answers

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Marc -Devoteam-

HI @Antonia

No, sending directly to the email address of the JSM project will create a new ticket.

If in the subject the ticket key is stated, just like in an email received when a comment is placed or status changed, the content of the email will be added as a comment.

Piotr Witka

Hi @Antonia Hi @Marc -Devoteam-

Please try this - it works for me. When you send reply to notification comming from existing ticket this existing ticket key is included in subject of email. If you reply back to address where jira mail fetching is done a new ticket is created. Below automation rule will recognize Regexp pattern of issue key in summary (mail subject) and link that issue with already existing issue mentioned in subject. Let me know if this helps:

Antonia

Hello, thank you! So I tried to rebuild the rule, but I didn't get any further with the second step, so I've now used a different “If”. But now I can't get any further with the third step, because I wrote “{{summary}} contains regex [A-Z]+-\d+” for the first value, but what happens with the second value? And in the last step, I couldn't write a JQL query at all, only “relates to” and “trigger issue”. At the bottom of the screenshot I added your “If” to show that there is no “Summary” there, that's why I used the other “If” at the beginning. Screenshot 2025-04-17 165436.png

Piotr Witka

in place of selection “trigger issue” you need to type manually content of smart value: {{summary.match("....

Antonia

Screenshot 2025-04-22 091033.png Unfortunately, I can't enter anything in the second field myself, if I press Enter there or click somewhere else on my screen, what's in there is deleted immediately.

EDIT: I have it now

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