Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Replies to tickets assigned to email groups creates new tickets

Hello,

There is a plethora of tickets solving the issue where: Person A creates a ticket, operator responds, person A cc's person B, and person B's response creates a new ticket. This is similar, although not identical, to my issue. I have solved that issue and now a CC adds a request participant, and the comment is posted correctly.

 

My use case is that tickets are assigned to an Office Email group. When an operator reaches out to that email group, any of the group members may reply, none of which are participants on the ticket. Because of this, it will create a new ticket. 

 

My permissions for comments are to allow anyone to comment on an issue, but still it creates new tickets:commentpermissions.png

The tickets will have the correct issue key in the title (OP-123 as an example) but will create a new ticket (OP-124 in this case). How can I resolve this? I suppose what I want is for anyone to be able to comment on any issue, not only request participants. Is this possible?

2 answers

0 votes

Hey @Josh Mohan , I'm an app developer and right now working on semi-/fullly automated deduplication. I'm also covering that scenario where email threads get out of hand and must be streamlined back into one request/incident flow.

Would you like to connect to take a sneak peek and bounce off some ideas?

Sure! Sounds great I'd like to take a look

Alright, since we don't have DMs here I'll try to hunt you down on linkedin to share some details. :)

Otherwise: https://www.linkedin.com/in/markus-arndt/

0 votes
Mikael Sandberg Community Leader Mar 24, 2021

Check your Customer settings > Customer sharing. If it is set to "Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project" or "Customers can search for other customers within their project or organizations" any cc'd user should be added as a request participant if they are not already added.

Any CC'd user is added fine though, that isn't the issue. It's when a ticket is assigned to an email group, and someone from within the group responds.

So a ticket is assigned to the email address EmailGroup@company.com. That email goes to the ten people within that group. When they respond it is from their personal email address, not from EmailGroup@company.com. So no one was CC'd in this case, and the comment creates a new ticket. 

Hi @Josh Mohan did you ever find a solution to this? 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,492 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you