Replies to email chain (no ticket key) from members of a distro group creates duplicate tickets

Question

Hello,

Looking for guidance on JSD Cloud for email replies from distribution email group members on the original email; not from the JSD response with ticket key. Replies are creating duplicate tickets instead of adding a comment to the original ticket. Should these replies be added as a comment?

We have an email group@domain.com of which there are 2 members who are JIRA users.

1. Customer@domain.com sends email request to project@atlassian.net with group@domain.com CC'd on the email.

2. JSD responds to customer with automated email with key (PRO-1).

3. Member1 of group@domain.com replies to original email from customer.

4. JSD responds to Member1 with automated email with key (PRO-2).

5. Member2 of group@domain.com replies to Member1's reply.

6. JSD responds to Member2 with automated email with key (PRO-3).

Expected result: replies from Member1 and Member2 added as comments to PRO-1.

In a separate test, replies add comments to ticket as expected:

1. Customer@domain.com emailed a request to project@atlassian.net and cc'd member1@domain.com.

2. JSD responds to Customer with ticket key PRO-1.

3. Member1 replies to original email (no ticket key).

4. PRO-1 is updated with a comment from Member1's reply.

Why is there a difference in behavior between individual emails vs. group email respondents?

Nelson Ra · Answer

I'm not sure what you mean by "shared", but since JIRA service desk tickets can be opened by anyone in my organization who already have JIRA logins, i would expect replies to the original email (not the JIRA autoreply with issuekey) would add their text as a comment even though they were disguised behind an email group address. No one is modifying the issuekey because they are replying to the original email.

Andy Brook · Answer

About email threading without issue key in subject:

You may get some mileage from JEMHC on this particular topic, we store email thread details as entity properties on the issue for this kind of problem.

About Distribution groups/expansion:

I'd say this can't be done right now, our addon JEMH (Server version) has the capability to expand distribution groups through LDAP query, its not a feature in the Cloud version due to the relatively limited customers that need this kind of feature.

How JEMH does this in Server is query ldap for all message participants, to determine if they are a distribution group address, and if they are, expand into actual users.  From that point we can then work with individuals, adding as Watchers, Request Participants, or even Unregistered email users.  To do the same feature in cloud is possible but unlikely as not one person has ever asked for LDAP integration in cloud.

laralg · Answer

Hello Nelson,

Can tickets be shared? If the tickets cannot be shared maybe Jira sees that they cannot add the comment of the new person to the ticket as he does not have permissions to it so it creates another one.

But more important, Jira knows how to add comments thanks to the issuekey. If you are modifing the keys in the email then Jira will create different tickets, from your comment it was not clear if the changing of keys is because new issues are being created or people are changing the keys. But you should not modify the key in the email subjet as Jira will think those are different tickets.

Regards