Ignore email request by CC (field "copy" in mail)

[Mikhail Singaevsky]

Hello, friends!

Please help me with the question.

How can ignore emails and not create issues in Jira Service Manager sent from CC?

Expected behavior: if the email is sent as a copy to the email of Jira Service Manager, the request is not created.

[Jack Brickey]

If the individual responds to the email from JSM then the response will be a comment in the issue rather than creating a new issue. The key is to have the JSM issue key in the subject. There isn’t an OOTB means of ignoring/filtering these. There is a new feature “similar issues” that may help you manually detect and close the duplicate.

[Mikhail Singaevsky]

Thank you, Jack!

Maybe there is an option with the Automation setting (mb with Rest API), or another deeper setting?

[Vilmos Varszegi]

Hey @Jack Brickey were is the new feature “similar issues” to find ?

[Jack Brickey]

Hi @Vilmos Varszegi , it is actually called Similar requests and appears in a panel below description area. what-are-similar-requests . It is specific to JSM.

[Vilmos Varszegi]

Thanks @Jack Brickey