Hi,
We have a use case we are trying to implement in JSD which is to allow our customers to be able to escalate an already created ticket, sent via email to support@, to our Emergency project by forwarding the original request mail to our emergency@ email address. The issue we have is that when JIRA processes the forwarded mail it recognizes that a ticket using the same Email ID already exists in our General Support project, so instead of creating a new ticket in our Emergency project, it just appends the forwarded mail to the already existing ticket in General support as a new comment (even thought it was sent to a different email address).
We have a paging alert system to notify our on-call engineers, setup on our Emergency project for all newly created tickets, hence why we need a new ticket to be created in this instance.
Would anyone know how we can go about forcing any mails forwarded to our emergency@ email to create a new ticket in our Emergency project and not append it to the existing ticket in our General support project?
Any assistance with this would be appreciated.
Thanks
