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Do not create a ticket if email address in CC Edited

Dear all,


we have used Jira service desk with our email support address to create ticket automatically when we receive email on this email address.


We would like to know if it's possible for the Jira Service Desk do not create ticket if this email address is used in 'CC' of email received and only create ticket if our email address in 'TO' of the email ?


Many thanks for your help,


2 answers

Hi @Nicolas Rousseaux ,

Unfortunately you can't manipulate the standard Jira Service Desk email handler. You might have more success when using the Enterprise Mail Handler for Jira. But I personally have no experience with the Cloud variant.


Hi @Rudy Holtkamp _TMC_  and thank for your quick reply.


Do you know if we can do something with the automation to, for example, cancel the request directly ?


many thanks,


@Nicolas Rousseaux , I've looked at the tickets generated by email with the servicedesk address in the 'TO' and in the 'CC', but there is no difference. So there is no differentiator between the tickets and thus you can't remove it.

I was wondering why do you use CC & TO and why do you want to differentiate between them?

Hello Rudy,


The address mail used to generate tickets was used before for our support Team. Our clients use it frequently in CC to transfer some information with us. Unfortunately, each time we are in CC is not equal to each time we need to create a ticket (for example if  the client prevent us about his future vacation is not a ticket).


That's why I would like to found a solution to my issue. Actually I have found a little quick around :

When the ticket is create, I remove the protractor and I cancel the ticket,so the client doesn't receive the notification about the resolution of his ticket. But we have always the first notification about the creation of the ticket.

1 vote
Liam Green Community Leader Sep 14, 2020

Hi @Nicolas Rousseaux 

As Rudy said, it is not possible out of the box with Jira.

We use Email This Issue and have found it much more configurable.

Hope that helps

Regards, Liam

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