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

Mikhail Singaevsky September 13, 2021
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.

1 answer

2 votes
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 13, 2021

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 September 13, 2021

Thank you, Jack!

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

Vilmos Varszegi April 18, 2024

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

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 18, 2024

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.

IMG_3985.jpeg

Vilmos Varszegi April 18, 2024

Thanks @Jack Brickey 

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