Mail response loop with customer service desk

[Leon Schmidt]

Hello, 

is there any good way on how to handle a mail loop between our Jira Service Management and a customer service desk application?

It seems like we respond with an automated "issue created" mail, which then creates a new issue in the customer service desk, which again sends an "issue created" mail to us again. 

Cheers,
Leon

[Adolfo Casari · Accepted solution]

@Leon Schmidt  Maybe the Advanced mail loop detection can help you in this case (System -> Incomming mail -->Advanced Configuration) Given your screenshot, I would set the threshold to 15, so after 15  tickets created it should block that email.

[Leon Schmidt]

We have defined a rule in Outlook Online that automatically marks emails from the  specific sender as read. This should temporarily prevent further processing in Jira.

Together with your solution, I think we should be safe for now. 

Thank you for your time.

[Samuel Gatica _ServiceRocket_]

Hi @Leon Schmidt 

Disable the "Request created" notification and implement an automation that sends an email instead. Additionally, include a condition to exclude that specific email address from receiving the notification.

Hope this helps

Best regards

Sam