Why would Issues not aggregate in Service desk?


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. 

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

1,236 views 2 14
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