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Customer Emails to JSD Distribution Email Address Automation Randomly Linking to Existing Tickets

The correct behavior should be with each new email sent from a customer to the Jira Service Desk distribution email a new ticket should be autogenerated and placed in the Jira Service Management queue. 

Here is what is currently happening:

At least once a week, we are getting some Jira Service Desk automation not generating correctly, When a customer's email is sent to our Jira Service Desk distribution list email address the ticket doesn't always create a new automated ticket but attaches the issue to a completely different issue ticket that already exists and places the new issue in the comments of the different issue ticket that was submitted by a different customer but from the same company. So we are getting multiple issues from multiple people's submissions randomly attaching to already existing non-related tickets (the only relation is that they are from the same company).

Has this been happening to anyone else? How do we fix this?

Please advise.


Thank you.


1 answer

0 votes

Olá, não vi este problema ainda, porem, verifique se o e-mail enviado é um email novo, ou resposta de algum email, e verifique as logs de recebimento dos emails anexa aqui para vermos se achamos algo.

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