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How do i stop reply messages creating a new ticket

Good morning,
I am having trouble with our service desk solution in Jira SD (cloud). I have setup Email requests to be pulled from a shared mailbox. I am unable to setup mail handlers and the like due to some restrictions on our environment.
Issues are created automatically for the most part, however when a message is replied to or forwarded back to the shared mailbox a new ticket is created.
I know that JIRA by default will only look for the JIRA code in the subject line, however we have not gone live with customers interacting with the SD so the JIRA code is mainly placeholder at the moment. Is there a way to get JIRA to identify duplicate tickets based on the subject line and not just by JIRA code?
I have played around with Customer permissions and group membership rules, tried and failed to setup automation rules but have not been able to find a way other than to utilise the JIRA code or implement a mail handler.
Thanks for your time

1 answer

0 votes
Liam Green Community Leader Nov 02, 2020

Hi @Stuart de la Motte 

Welcome to the Community!

Jira does generally use the JIRA Code, so it is very difficult to get around this.  

Do you use a unique subject line every time?  We often get tickets that simply have the subject 'help please' - so linking by subject wouldn't be great for us.

If you have a unique subject for every issue then you should be able to do something with automation.  Let me know if that is the case and I'll have a deeper dig into it.

Thanks, Liam

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