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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,


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.


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.


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~


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.


Like ks.hyeon likes this

image.pngActor is set to Jira.

Audit Log

I'll check the audit log after testing it.


Hi Hyeon,

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

Thank you!


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