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Many emailed requests created for the same client request

Hello,

We are setting up a JMS project to manage a TMA client project. 

We set up the requests to be sent via email. However, each email ceates a ne request on our end. Even if the cleint just sent an update or a comment about a reaquet already taken in account.

IS there a way in setting up our emailed requests to avoid creating new requests when the email concerns an existant request. And update the existing one instead?

the Incident ID (client end) is always included to the subject of the request emailed. 

 

Thank you for your help!

1 answer

Hi @Amel LAOUINI ,

You should change the configuration on the Incoming Mail>Mail handler.

If you edit the mail handler, change the Email handler Type to Create a new issue or add a comment to an existing issue

Thank you for your answer @sam

we are testing various solutions at the moment, and found that using the issuekey in the object of the request could add the comment to the existing issue.

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