Can tickets be created in multiple JSD projects from 1 customer email?

[vito.iannuzzelli]

The organization has 4 distinct teams that use the same ticketing portal to submit requests. We have 4 Service desk projects created, one for each team, and each with their own email ingestion address assigned. (ie. @XYZ.atlassian.net).

Ideally, we would like for 1 email sent by a customer to have all 4 Atlassian emails attached, and for it to create a ticket in each of the 4 projects.

However, when this happens it only processes in 1 project and is seemingly random - i think it may have something to do with JIRA thinking they are bulk emails/spam and stops processing aftee the first project creates a ticket. Is there a way to enable it so that if more than 1 Atlassian email is attached to the initial customer email, it will still generate a ticket in all relevant boards?

[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

It's going to be a bit random - it depends on which email channel gets to the email first.  You should not be pointing multiple channels at the same incoming email.

I would question the reason for creating duplicates, but that's not going to help you unless you change your process so that you don't need them.

What I think you should do is take it down to one channel taking in the email, and then an automation or script that can create the three duplicates in other projects.

[vito.iannuzzelli]

This is helpful advice, thank you!