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Matching reference from incoming Emails if tickets move to another project



do you know a solution for the following case:

We want to migrate a service desk project from onpremis to JSM cloud. 

After the migration we would like to move the tickets to another project (so the ticket ID will change from oldproject-100 to newproject-201).

Is there a solution that incoming emails (with the old-ticket ID) from a customer will reference to the old ticket id?


Thanks in advance!



1 answer

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Jack Brickey Community Leader Aug 30, 2022

Hi @pmarx ,

if you move a JSM issue to another JSM project then the issue key will change for the customer in the portal. So before the move their issue will show as oldproject-100 and after the move it will show as newproject-201.

Yes, that is correct. But what happened if he replied to an email with the old issue key in the subject?

Jack Brickey Community Leader Aug 30, 2022

Oh I see you are inquiring about an email response that has the old issue key. I need to test that. I suspect it would create a new issue in the old project but need to verify TBH.

Jira has a record of all the issue moves, and the email handlers look it up - it will comment on the moved issue if the reply contains the old issue key in it!

I don't know if the JSM email channel does the same though.

It should works as internally, Jira/JSM will maintain the references association to the old ticket ID with the moved issues.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Ok. thank you! We will try it :-) 

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