Tickets raise by mail id ?

Question

I have created email Id for raising a tickets on my portal ? Example ithelpdesk@cjdarcl.com if any body mail us its creating tickets no matter others users email Id in loop .But if any usrs reply back that mail id its creating again and again duplicate ticket.

I wants no tickets will created if any users put cc or bcc (ithelpdesk@cjdarcl.com)

Jack Brickey · Answer

@SK, the issue likely is that the individuals included on the email are replying to the “original” email sent by the reporter which does not include the Jira issue ID in the subject. Here is how it should work...

* reporter sends email and optionally CCs others
* Jira sends a response email notifying of the ticket being created. This email has the issue ID included in the subject
* anyone can respond the email in #2 and their reply will be captured as a comment

if anyone replies to email resulting directly from #1 and that reply has the JSD email included then JSD will see this as a new issue request.

SK_itf3d4 · Answer

Hi Yogesh,

We are earlier using freshdesk servvices but in jira service desk i can;t find any automation rule.

Please help me to configure mail handler

Yogesh Mude_u145qk · Answer

HI @SK

Welcome to the community!

I wants no tickets will created if any users put cc or bcc (ithelpdesk@cjdarcl.com)

You should use Created issue or comment on existing mail handler while configurint mail handler to project. if its already there then whenever the user is replying back to the mail the mail subject should contain the ticket ID then only it will not create a new ticket instaed of it will add the comment on existing ticket.