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.
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 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.
...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...
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!
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