Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Email added to job without JSD issue ID number Edited

Hi,

We had a customer reply to email (using Outlook) that automatically appended itself to an existing Jira Service Desk (JSD) issue (the right job as it turns out). Normally, I would expect that to happen only if the JSD issue ID was part of the subject line of the email. However, the subject line of the email contained the title of the ticket only without the JSD issue ID number.

My understanding was that for an email to be appended to an existing JSD issue it had to have the JSD issue ID in the subject header. As an example - the JSD issue ID was something like AAA-1234 Content to go live August 14th - However, the email subject line contained only RE: Content to go live August 14th

There was no JSD issue ID number in the subject header.

How did JSD append this email to the job (AAA-1234) without the job number?

What mechanism caused the email to be added to the ticket?

Should this be happening?

Thank you

Rod McWilliams

0 answers

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Desk

The Complete Guide to Atlassian for ITSM

Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...

2,174 views 15 22
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you