How to resolve an email creating issues in different JSD projects when a user emails 2 addresses?

Job Amaro

I came across this quandry today. Someone sent an email to our Tech team and our Web Team, both in the "To" line.

The email handler picked up the emails and created two issues in the different JSD projects.

The teams did not know that both were notified of the issue, so both worked on it. Is there a way to remedy this in the future?

Walter Buggenhout

I suppose this means you have officially opened up 2 different service desks and chosen to use email as a key channel to create issues. And there will - no doubt - be good reasons to set it up like that.

You might consider getting of email and encourage people to create tickets no longer through the email channel, but through the customer portal. In the end, there's much benefit to be gained:

• you get your customers aware of the existence of the portal, where they can track their list of (open) issues.
• they can get self-serviced through the knowledge base, which might deflect tickets.
• they can be notified of known issues through portal announcements or even StatusPage.
• you help them get off e-mail for things related to support.

If that's not convincing enough, given the fact that a single email creates two issues, you know they must have been created at the same time and having the exact same Summary. So you could add the practice for your support people to check the presence of such an issue before they start working on it. The issue will show that the issue was created through the email channel, so its only does issues that need special attention.