mararn1618 _secretbakery.io_ Atlassian Partner

@Luke Murray, sorry to hear that, but I also feel at times that the Atlassian products got too bloated and development too slow to catch up on fit-for-purpose alternatives developed from scratch. @Jack Brickey Would be great to hear what works and what doesn't from a seasoned guy like you, so I can drive the product into…

Hey @Luke Murray, I know this should be part of core JSM, but until now you need to merge issues manually or use apps. Speaking of apps: All of these actions can be done at once with Dupicate AI (>> Disclaimer: I'm the owner of that app. 😉 <<). 1. It will automatically find duplicate issues (e.g. duplicate email tickets) &…

Sorry to say that this is not possible today. What you can do is: * Vote for the feature in all open tickets: JSDCLOUD-4685, JRACLOUD-32202 , JRACLOUD-10015 and JRACLOUD-3592. * Vote for both JSM and JIRA tickets, since all of this increases the chance that Atlassian ships this feature. * Prevent duplicates in the first…

I am using the JIRA Cloud v3 Rest API and at least the search endpoint supports the "parent" field. Edit: But only for Task/US->Subtask and not Epic->Task/US. 😪 * https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issue-search/#api-rest-api-3-search-post * Search for issues using JQL (POST) // see…

Hey Maggie, thanks for shedding some light on this. I must admit that I didn't realize only a few selected apps are highlighted and not all new apps make it into the roundup 😅. Thanks also for the pointers regarding other measures to gain visibility 👍

Hey @Maggie Norby Adams, was really looking forward to this, since my app Duplicate AI came out. Unfortunately not included in neither May, nor June roundup. :/ Are there additional criteria to be listed, I'm not aware of? Could it be listed in the July roundup? ‒ Cheers, Markus

I think you're nearly there, but there's still this missunderstanding between us: * I didn't mean that you should change that email address to @agremo.com For now, I wanted to suggest that Instead support@agremo.com should forward all emails to support@team-161....atlassian.net, since: * I understood that…

So you're doing two things, which I think are not needed: * You're adding an email handler on global level, but this can be done easier on project level in JSM. * You try to "create users", which is not needed. Users need a valid Jira license, but what you really want is to "create customers" My thoughts are: * Remove the…

Hi, I am not sure I understand what you mean with default user. * Where is the default user? In JSM? * Where and why do you need to create one? It sounds a little bit like you are setting up a custom mail handler, but that is not needed. JSM should be able to do what you want out of the box. Could it be that you have read…

I am already doing very similar things in my addon and I have code for * Fetching issues * ML (NLP) on the issues * doing all of it in memory * doing all of it on MongoDB I don't yet fully understand how your ML model operates. * Do you really need (a) all tickets of a project for your ML model, or is it good enough to (b)…

I have just tested it and you're right: Emailadresses (a) on CC and (b) within the same organization will be added as a request participants. Other emailadresses (not within the organization) are dropped. The point the article makes is however that cc'ing someone is not even needed to let them comment. An email address…

Hm. If not automation, do you use Scriptrunner? Cheers, Markus Founder of Duplicate AI // Find & Merge Duplicate Issues

Hey @Phillip C, I just learned about customer organizations and request sharing and i think it could fix your problem. Already wrote about it here: * https://community.atlassian.com/t5/Jira-Service-Management/Email-creating-multiple-tickets/qaq-p/1603010 *…

@Marijana Nikolic Not sure if I got it right. With "email group" you mean an "email distribution list", e.g. an email address like allpeople@company.com that forwards all emails to it's members, right? Can't you just add the jira mailhandler address (support@YOURJIRA.atlassian.net) as member of the distribution lists…

@Michael Gomes: Yes. Jack's any my replies in this thread could be helpful: https://community.atlassian.com/t5/Jira-Service-Management/Email-creating-multiple-tickets/qaq-p/1603010 Let me know in case you've got it fixed (or need help).

Hi @Abhishek Singh , How do you create the ticket? * Manually? Via Email? Via Portal? What are the reporters of the ticket? * Is it the same customer / user / email address for both tickets? I'd also advise to check your email handler logs to see if you have received ONE or TWO incoming emails (you never know). * Look…

Hey @John Dawson , you actually don't have to du this manually every time, but you can use customer organizations for that. Just (a) create an organization, (b) add all email addresses to that organization and (c) enable request sharing. I won't repeat the details, since I just wrote about it over here: *…

Just a fun fact: The subject (e.g. "Re: ISSUE-1234") is irrelevant when people hit the reply button. What Jira uses in the "reply to email" case are mail headers: Message-ID: <JIRA.71004.1517739365000.9.1547799482107@Atlassian.JIRA> In-Reply-To: <JIRA.71004.1517739365000.9.1547799482107@Atlassian.JIRA> [1]…

Hi @Dan Allenby, Not sure if this is solved for you, but I want to expand on @Jack Brickey's answer, since I just blogged about it and everything is still on top of my mind. Question - Do you have (a) customer organizations and (b) request sharing set up? If not, then what you experience is basically a permission problem:…

Hey @salvarez, I have another idea. JIRA has mail setup in various places, that means (a) on a global level and (b) on a project level. If could be that you have set up both handlers to the same mailbox: * Project mailhandler is set to "support@yoursite.atlassian.net" * System mailhandler is set to…

A sidenote: I have additionally tested the "In-Reply-To"-behavior on JSM Cloud (team managed) and found that it works the same way: * You can completely change the "Subject: " line * In case `In-Reply-To:` is provided with the value from the notification-email

Hi @Davide Toniolatti , Jack refers to this field in the ticket view.

Hi @salvarez, it would be interesting to see the "Processing log", where all incoming emails can be seen. In case there are two inbound emails for the ticket (one from your customer, another from your email address) the next step would be to find out why that second email is generated.

Hi @salvarez, this can have multiple reasons. It can be (a) an automation, (b) wrong setup or (b) replies to the ticket from new emailadresses. Can you elaborate how the duplicate is created? Does the customer only send the initial email (or does he reply)? Do you get two exact copies of the initial email as two tickets?…

@WW Thanks, the best I have found so far. 👍

Great to hear that! 👍 - Markus

Expanding on @Jack Brickey's answer you can: Via JQL: "project = YOUR_PROJECT and request-channel-type = email" Via REST: * https://YOUR_INSTANCE.atlassian.net/rest/api/3/search?jql=project=PROJECT_KEY%20and%20request-channel-type=email You can replace email with: * portal * jira * email Cheers, Markus Founder of Duplicate…

That's just the REST API Endpoint (see docs), e.g. * https://YOUR_INSTANCE.atlassian.net/rest/api/3/issue/ISSUE_KEY You can just use your browser. In addition to that I use a chrome plugin to make it look pretty. Cheers, Markus

Hi @Steven Miller, I belive the easiest way to achieve this is via REST API and not Email. Example: * Create a ticket via REST API ( link to api ) * To remember the reference to that ticket you can* (a) Remember in JIRA: Include a reference known to your monitoring sytem in the ticket summary or custom field (e.g.…

Hi @David Meredith , I would argue that this can be derived from 'issuetype'. Would love to hear if anyone else knows a better field. Cheers, Markus Founder of Duplicate AI, Find & Merge Similar Issues