Hello all, hoping someone can perhaps help or has come across this before.
Jira service management 4.22.3 on-prem server.
We get a large subset of our issues come in via email handler which works a treat for the most part. Occasionally however we will have a user who will use one of their previously sent emails (Email 1), do a reply-all of it and add a new subject line and content to the body making it (Email 2).
This email (Email 2) will then be updating Jira issue ticket with a comment on the ticket generated from (Email 1) due to Jira looking at message ID's on incoming emails.
Is there a way to enforce JIRA Service Desk to always generate a new issue ticket Unless the subject Line of the email has the Key of the project in it?
A more exact example of the issue:
User Ann O - emails support@domain.com with
Subject: Terminate Account Joe Bloggs 18 Aug 2022
BODY: Please Terminate Account Joe Bloggs on date 18 Aug 2022
This will generate a JIRA Issue with key SUPP-12345
2 weeks later User Ann O will use her original email sent above do a reply-all but update all fields apart from TO and CC (which are static)
User Ann O - emails support@domain.com with
Subject: Terminate Account Jane Doe
BODY: Please Terminate Account Jane Doe on Date 1 Sept 2022
This email will then update JIRA issue SUPP-12345 as JIRA has read the message ID and assumes its a comment of the original ticket - which it isn't.
Is there any way to always create New Tickets unless the subject line of the email specifically has the JIRA issue key of SUPP-##### in it , and if it does have the SUPP-#### then update the comments of SUPP-#####
Hi Jonas
This could be done easily if you have any of the scripting plugins like JMWE or Scriptrunner
Edit the workflow mapped with the email request type and add a validation on the create step
Add a custom script validator if you are using script runner
import com.opensymphony.workflow.InvalidInputException;
import java.util.regex.Pattern;
import java.util.regex.Matcher;
Pattern p = Pattern.compile("(.*)SUPP-[0-9]*(.*)");
Matcher m = p.matcher( issue.getSummary() );
if(m.matches())
{
throw new InvalidInputException();
}
This will validate if the summary contains an issue key SUPP-[0-9], if it contains an exception will thrown
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