Why would Issues not aggregate in Service desk?

Tom Fortenberry

Hi, 

i am configuring and setting up service desk for my organization, and am in need of advice or direction. When emails are sent via the email handler, and ultimately manipulated and moved to the service desk via JEMH. should the same emails be discarded or aggregated? something to prevent duplication of existing issues. outlook/exchange is bad about sending the same email multiple times due to caching . since this occurs i end up with 2-8 issues all the same email but different issues. 

 

Andy Brook

Hi Tom,

Mail should not be delivered multiple times, that needs looking at and is the root cause of the problem.

If you are getting mulitple delivery of the same message, it has the same Message ID, and multiple receipts of that mail are not 'threaded' and will result in multiple issues as none are 'in-reply-to' an initial message (this is how default JIRA mail threading works).

JEMH doesn't have a feature for filtering duplicate delivered messages, which would in your case reduce the unwanted outcome of multiple issues, one open feature request is:

• https://thepluginpeople.atlassian.net/browse/JEMH-2559

I cant progress this right now, already several features deep  please vote and watch