Replies to existing tickets are creating new tickets Edited

Replies from users that aren't participants in a ticket, but are included in the email chain, spawn an entirely new ticket instead of adding a comment to the existing one.

Example flow:

Joe opens a ticket, the service desk adds a comment asking for more information

Joe replies to the service desk and CC's Anne, asking Anne for more information - this step works correctly, Joe's reply goes into the comments section of the ticket

Anne replies-all with more info - at this step, Anne's reply will spawn an entirely new ticket with the original ticket key as part of the summary.

 

The original ticket key is in the email subject but it still creates a new one - is there a way to always add to an existing case? I've tried creating an incoming mail handler to add comments in Jira System Administration, but it doesn't seem to affect anything. The reply address from the service desk is different from the one in the incoming mail in System Administration, so I'm not even sure those handlers come into play. If I send an email directly to the email address in Jira System Administration, nothing happens at all, maybe that's related?

2 answers

correction - sending an email to the address in system administration does create a new issue, just not on the service desk project.

Hi Galen

in JIRA Service Desk 3.5.x release notes; there is an subject about that. "Non-Customer comments " and "Creating customer from email adress list" below link

https://confluence.atlassian.com/servicedesk/jira-service-desk-3-5-x-release-notes-894738991.html 

 

i do not know what  the JSD versiyon of yours, but two options added in email requests tab with 3.5.x as below

 

1.png

You can pick , "only allow customer..." and "yes both agent and customer...." ones. Meybe this options will be prevent creating new ticket with same subject

 

br,

Thanks, that appears to be what I want but it doesn't look like that's available on my instance - we're using the cloud-hosted version, is that feature not available on this platform?

Hi Galen,

sorry but i'm not sure about that (using server versiyon). Checked docs  for cloud version but i could not find anything. 

 

Best regards

Hi Galen,

 

I'm seeing the same behaviour currently on our cloud-hosted version. Did you ever figure out how to resolve the issue?

 

Thanks,

 

Francois

My team's experiencing the same issue. Any insight would be helpful. Thanks in advance!

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

19,884 views 13 32
Read article

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