Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,293,371
Community Members
 
Community Events
165
Community Groups

After the issue is resolved in JSM

After the issue is resolved in JSM and the completion email is sent to the customer, can't it be registered as a new issue when the customer makes an additional request? Currently, it seems to be added in connection with the issue and not created in the queue.

2 answers

1 accepted

2 votes
Answer accepted

Hi @ks.hyeon ,

if customer interacts with jira thorugh email, when he replies to a notifiction email, that content will be added to the same ticket as comment. This behaviour is due to the subject of the customer email that contains a valid issue key. If the customer send a new email with a subject withouth an issue key, a new ticket will be automatically created on Jira.

Hope this helps,

Fabio

understand. Thank you very much for the quick reply.

Hi Hyeon!

I think you should use an automation to make the comment on the issue resolved to be used to create a new ticket.

Maybe something like this:

Screenshot 2022-06-03 at 10.53.22.png

Hope it helps.

Best,
Alberto

Thank you for answer.
I'll give it a try.

Dear Alberto,

I tested it according to your guide. However, as a new issue, it does not appear in the queue and runs as a comment on an existing issue.
Do I need to increment the issue key in the image above?
Copy of {{issue.key+1}} ? like this?

Hi Hyeon,

That automation should create a new ticket. Can you please take a screenshot of the log? So we can find out if there is an error or something else.

Best,
Alberto

Dear Alberto,

I added the autorule exactly as you guided.
However, when an e-mail arrives with additional content in the already resolved issue e-mail, it is run in the form of a comment on the existing issue. In this case, we want to see it in the queue as a new issue.

Please help~

image.png

Hi Hyeon,

this is very strange because the action is exactly "create a new issue".

You should check if the automation actor has the permission to create issues in that project.

Screenshot 2022-06-10 at 09.31.58.png

Can you please paste a screenshot of the audit log of that automation? You can find it under the "rule details" section.

Best,
Alberto

Like ks.hyeon likes this

image.pngActor is set to Jira.

Audit Log

I'll check the audit log after testing it.
thanks

image.png

Hi Hyeon,

ok, please accept my solution if it's useful.

Thank you!

Alberto

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

165 views 0 4
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you