Duplicate Issues being created from the same email chain

[Leo Leung]

Hi,

JIRA Service Desk handles correspondence between the customer/email receipient and our support email perfectly. It tracks the history of the conversation within the ticket.

Sometimes however we need to forward emails onto third party companys to help resolve the issue. When we change the receipient of the email JIRA Service Desk incorrectly creates a new ticket. Other ticketing systems usually allow you to include other receipients and keep track of the details whithin one ticket.

I have tried including the JIRA ticket number in the email subject so JIRA knows that is part of the same issue, however it still creates a new ticket.

Any idea on what we are doing wrong or how we can avoide these duplicates being created? 

thanks,

[Jack Brickey]

As I recall there is meta data in the header that JSD uses as well to determine new vs. existing. You either need to make the "third party" a customer and participant and use JSD to communicate w/ them or you need to remove the JSD email when forwarding.

[Leo Leung]

Becuase our users is using E-mail for communication and then auto create a ticket on JIRA.

Anyone can help ? Thanks