mararn1618 _secretbakery.io_ Atlassian Partner

Hi Silvere, I'm not sure if I understand that from your post, but do you allow self-signup? Check .. * Settings > Products > Jira Service Management > Configuration > Customer Permissions * Setting "Can customers create their own accounts?" > Set to "Yes" If this doesn't sovle it, I'll also include some URLs to work…

@Kim Fain Sorry, I didn't realize that was also your post. :)

@Kim Fain , that sounds very similar to https://community.atlassian.com/t5/Jira-Service-Management/Reply-to-client-is-creating-a-new-ticket/qaq-p/1664606#M76216 I'd recommend to check your email settings; take a look at: * Settings->System->Incoming Mail->Mail Handlers * Classic: Project settings -> Email requests * Next…

Yes, of course. I'm also curious of new approaches from the community / staff, so I'm following along. --- If you ever change your mind: https://marketplace.atlassian.com/apps/1224971/duplicate-ai-merge-similar-issues-duplicates

👍 You're welcome. Let the community know if it works (for future reference). Cheers

Got it. Not sure, but did you try to play around with Settings->System->Incoming Mail->Mail Handlers?

Hi @Kim Fain , do I understand corretly that you reply to the customer using email? This is not how JSM is intended to be used. Your service agents should reply from within JSM, by writing a "Customer Reply" at the bottom of the ticket. The customer will receive the reply as an email. Cheers, Markus

Hey @Phillip C, I have not yet seen a good automation for this and people resolve this manually today. I'm an app developer and have built an app that cleans up queues from email inflow - it's right now under review by Atlassian. I'm happy to share a sneak peek, just let me know. :) Cheers, Markus // Author of Duplicate AI

Hi @Alex Barron, right now you need to clean this up manually: * Add the person's email address as a request participant of the original ticket * Copy over the main content and other stuff (watchers, comments, ..) to the original ticket * Close the duplicate ticket I'm launching a private app beta on the atlassian…

If this thread doesn't help I'm happy to give you a sneak peek of the deduplication app I'm building - it also covers your email scenario. Just pick a slot from my calendar and I'll be there: https://calendly.com/markus-arndt/30min

@Henry Swasey Curious whether you got this fixed or found the root cause. Cheers

Well, it will match the email to the ticket that matches the email subject. I think we both agree, but I'll paraphrase: * The email subject must include the ticket number of the ticket that should receive the email content. Also: I'm curious, since I'm right now working on automatic decuplication for JIRA: Does this happen…

Hi Andreas, JSM will open new tickets if the sender's email does neither match * the reporter * one of the request participants To fix this you can add the other email addresses to the "request participants":

Alright, since we don't have DMs here I'll try to hunt you down on linkedin to share some details. :) Otherwise: https://www.linkedin.com/in/markus-arndt/

Sorry Josh, I have no idea either.

Hey @Josh Mohan , I'm an app developer and right now working on semi-/fullly automated deduplication. I'm also covering that scenario where email threads get out of hand and must be streamlined back into one request/incident flow. Would you like to connect to take a sneak peek and bounce off some ideas?

Hey @Matt Harford , I'm an app developer and actively working on this topic right now. Would you be interested in bouncing off some ideas and getting your hands on the early prototype? Let me know, I'm always happy to share.

@Matthias Küspert: Are you sure this is not possible from the browser? I don't know for the Properties API, but for Rest calls such as updating issues this is entirely possible with https://developer.atlassian.com/cloud/jira/platform/jsapi/request/ Example: declare var AP; export class JiraIssueFronendAPI { public static…

Looks like something with the request header / payload is wrong, but this is very hard to say from your description. Are you calling from the application backend or from within the browser? Mind intercepting the rest call and posting it here or sharing some code?

Hey @Eric Yang , are you on Cloud and are the duplicates usually created manually? A preventive measure could be this addin I've just shipped, which warns users in case they create duplicates: https://marketplace.atlassian.com/apps/1224559/no-duplicate-issues-jira-cloud

@Florian's suggestions sound good regarding the first challenge. I'm actually really interested in the second point, organizing the parking lot, so here just some of my thoughts: * In one project we've deleted all items that were older than 2 years (after reviewing of course), that would clean it up a little bit. * However…

Hey Eric, what's the actual challenge: * Hide the Parkin Lot issues from the backlog view / More clarity about current items? * Organize the Parking lot issues?

Hi @[deleted] , I'm working on a similar topic and don't think you can easily prevent the ticket from being created. My current idea is to match tickets in the queue upon creation with custom code. If the code is confident enough to have found a match (e.g. 95% sure it's a duplicate or reply) it proposes to merge both…

Hi Nathan, I've built s.th. in that area. It's completely free: * https://chrome.google.com/webstore/detail/no-duplicate-issues-%3E-jir/jihcgbabplihbdibodomdkemeacpcfap?hl=de&authuser=0 * Edit: Now also on the marketplace https://marketplace.atlassian.com/apps/1224559/no-duplicate-issues-jira-cloud Cheers, Markus Founder…

Hey @Jordan Lampe this is a very interesting thought. I'm actually working on some things regarding duplicates (a chrome plugin to prevent duplicate creation; link) and want to take what I've learned to more scenarios. One thought I had was taking the plugins logic to (1) "identify duplicate" into a JIRA app and (2) find…

Welcome @Saaim Azam 👍

Hey @Eric Browne, welcome! ;-)

Hey @lasmit , curious to see how it played out for you. Are you still with the spreadsheet? ;-)

Hey @TheLalaMan , accidently ran into this topic (as an attlassian app developer) and I'm just curious how all of this played out. Did you upgrade to Service Desk?

Hey Andries, did you find a solution? What information of the Sprint do you want to share? Who's the stakeholder and what is he doing with it?