E-mail Redirection Causing Comment Routing to Break

I've recently moved a support group from one Service Desk project to another. The switch over was facilitated by adding a "redirect" rule to Microsoft Exchange, moving the traffic over to the new inbox.

I've noticed, since the migration, that customer reply e-mails that do not have the issue key in their subject lines are no longer properly routed to the ticket as comments. Instead, these reply e-mails are creating new tickets.

Any thoughts on why this might be happening, and what I could do to correct or workaround the problem?

1 answer

1 accepted

0 votes
Accepted answer

I found that the "message-id" metadata field is changed by the Exchange 'redirect' rule, without updating the "references" or "in-reply-to" fields.

The workaround is to enable redirection at the server level in Microsoft Exchange. This preserves the message ID.

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

770 views 6 10
View question

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you