We have incoming email set up but are experiencing an issue whenever one of our customers replies to the ticket.
It a comment is added to the ticket and the customer receives an email notification and then replies to that email a new ticket is being created.
This is happening because the email subject line comes back as
RE: [[External]]--ABC-123 Brief Conversation
The [[External]] is causing Service Desk to now recognize the ticket key. I have tested this, and removing [[External]] fixes the problem and the email will then be added as a comment to the original ticket (as opposed to creating a new ticket).
Is there a way to have SD recognize the "new" subject line as an existing ticket?
Considering you are using "Create a new issue or add comment to existing issue" mail handler.
JIRA mail handlers check the issue key in subject line then email subejet line search with issue title, if one of them found it will add comment to existing issue or create new issue.
Hello Insight users, As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials and we want to hear from you! ...
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