Forward of an email to different service desks project

Question

Hello.

I have two service desk projects with two different mailbox associated.

Mailbox A to service desk AA

Mailbox B to service desk BB

When a customer send an email to mailbox A it opens a ticket in service desk AA. If the same customer forwards the same email do mailbox B, it does not open a new issue in service desk BB, instead it adds to the comments in issue primarily opened in mailbox AA.

Can I change this behaviour?

Andreia Filipa Fernandes · Answer

Thank you jack for the fast answer.

Yes, the customer forwards the original email, not the automatic response (whitch in this project is disable)

The forward email does not have the key in the subject.

Can you explain the different installations of JSD? There are many types of service desk? I'm using cloud version

I dont know if it helps, the service desk BB was a copy from service desk AA, and both only function with email entry.

Jack Brickey · Answer

When you say the customer forwards the same email, is that the original email they used to open the issue in AA or is it the response from AA that indicates the issue was created? It was my understanding that a comment is added to the original ticket only if the issue key is in the subject, unless something has changed. Can you confirm if that is the case?

If the process cannot be changed on the customer’s behavior then the only option I could suggest would be different installations of JSD for the projects.