JSM e-mail automatically changes the subject

[Christian Mahlknecht]

Hello everyone,

In one of my JSM projects, the subject of our email is defined as follows: ${issue.key} ${issue.summary}

Our partners have their own ticket systems, which automatically add their own ticket number to the subject of the JSM mail. However, when we reply again, their added ticket number is automatically removed from the subject line and only our subject line appears in the email as defined. As a result, the matching of tickets from our partner no longer works, as the subject will be automatically reset.

Is there a setting or change that allows the ticket subject to be changed and not reset?

Thanks

best regards

Christian

[Sam Bartolome]

Hi @Christian Mahlknecht

Welcome to the Atlassian Community.

I imagine you may have an automation that sets the summary of tickets. Can you check if the automation is set to check for creation and update events?

It seems to me that it should be set as Creation only and you also have it as Update. This means that when you create an issues, the summary is created as expected and then your partners updates accordingly.  However is update event is set to trigger again as as the ticket has been updated by your partner, it will update the ticket again with the original summary.

This is just a supposition. You can check on the ticket's history to see when the new change is triggered and by who, then start troubleshooting

Sam

[Marc - Devoteam]

Hi @Christian Mahlknecht 

Welcome to the community.

This is as expected, as the summary of your Jira issue is still the same and this is set as the subject of your email together with the key.

You would need to look into automation, if the replied email is stored as a comment.

You would need, based on a comment trigger, get part of the comment and add that to the summary of the Jira issue.

Then when you reply the subject can be equal.