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Jira Service Management Not Creating New Service Requests via Email

Harry Rumble February 17, 2021

Our JSM agents have noticed certain instances, where a reporter sending emails to the help desk, which in turn creates service requests; these requests are not creating new service requests tickets. 

The example was a reporter who repeatedly creates a similar request each year, sent in a request via email and the subject line of the email the same as the previously created service request as year prior. When processed by the Jira Service Management project, it did not create a new service request but instead added the email's content to the older ticket from the previous year as comments, this happened twice. 

Even though the reporter is the same, and the subject line was identical, the old service request was not included in the email at all, and JSM should have created a new service request. 

Has anyone else experienced this behavior?


Thank you!

2 answers

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Ulric Rudmalm
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May 15, 2024

Did you get an answer to this issue? I have the same one...

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Jack Brickey
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February 17, 2021

Hi Harry, this is incredibly interesting to me as I have spent a lot of time on the topic of email ticket creation vs. commenting. As a quick note it used to always be that for a comment to go into an existing ticket then the issue key needed to be in the subject. However, some recent testing illustrates some changes in the behavior. Specifically, if I reported an issue via email and then replied all to the original email then a comment was added. In this scenario the issue key was not in the subject. 

What I expect here is that the change in the SW is seeing that the original subject + from address is being seen as an action to comment.

I would recommend that you contact Atlassian Support to discuss this matter as I expect they will be interested in this.

Harry Rumble February 17, 2021

thank you Jack!

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