Why would Issues not aggregate in Service desk?

Hi, 

i am configuring and setting up service desk for my organization, and am in need of advice or direction. When emails are sent via the email handler, and ultimately manipulated and moved to the service desk via JEMH. should the same emails be discarded or aggregated? something to prevent duplication of existing issues. outlook/exchange is bad about sending the same email multiple times due to caching . since this occurs i end up with 2-8 issues all the same email but different issues. 

 

2 answers

1 accepted

1 vote
Andy Brook Community Champion May 13, 2015

Hi Tom,

Mail should not be delivered multiple times, that needs looking at and is the root cause of the problem.

If you are getting mulitple delivery of the same message, it has the same Message ID, and multiple receipts of that mail are not 'threaded' and will result in multiple issues as none are 'in-reply-to' an initial message (this is how default JIRA mail threading works).

JEMH doesn't have a feature for filtering duplicate delivered messages, which would in your case reduce the unwanted outcome of multiple issues, one open feature request is:

I cant progress this right now, already several features deep smile please vote and watch

Andy, Thanks for the help. thats what i am going to do. the rules in outlook that do the forwarding are about to be modified to scripts instead of relying on outlook embedded options to send them over. thank you for the help. and i will definitely update thepluginpeople for some more advice. have a great rest of your day. 

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