Email processing question

Question

Hi team,

I have realized, that in some cases emails are expected to create new tickets in our ServiceDesk configuration, but instead are getting mapped to existing tickets.

Apparently, this seems to be related to some kind of ID, which is stored in the mail. If a user edits a mail and sends it as a new one, this ID seems to be used as well and forces Jira to add the mail to the old issue instead of creating a new one.

Unfortunately, this behavior is not really matching with our employees daily routine, Many of them use templates for sending mails and this causes the mails to be added to old tickets and therefore not being recognized.

Is there a way to disable the processing by ID and only rely on the issue key being present in the subject?

Thanks!

Stefan

Andrea Rákosfalvy _META-INF_ · Answer

Hi Stefan,

I was able to find the following Jira article on the topic: https://confluence.atlassian.com/jirakb/the-jira-or-service-management-mail-handler-added-a-comment-to-an-existing-ticket-instead-of-creating-a-new-ticket-from-an-email-1115156264.html

It looks like there is no safe and supported way to turn off this kind of lookup in the Jira hander at this time.

If you would consider using an addon, our Email This Issue application's mail handler does support three separate lookup types:

* issue key in the subject
* message ID in the References or In-Reply-To header is known and associated with an existing issue
* JQL search based on the email content

On DC each can be turned on and off individually (on Cloud issue key in subject lookup is always enabled but the other two are optional).

Please know that I am part of the Email This Issue support team :)

Best Regards,
Andrea