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I am building a queue to help triage our countless emails from our email defender system.
When the system sends the message The sender and subject are always the same.
I have an automation rule set up that on create the service request is set an then there are additional labels based on the body of the email. Many of these emails can be largely identical in content since they are system generate.
This is working most of the time however sometimes a request comes in and it updates an existing item instead of creating a new one.
The question is what is being tested to determine if it is an update or create
Hope that all makes sense
thanks in advance.
Hi @Greg Weber
If I understand your question correctly you might suggest you look into Inncomming Mail Handler (See left menu under system).
Create a new dedicated handler for this scenario, and create a new issue from every mail, which I think is a better approach for receiving emals from systems like this (because there are no dialogs here).
The answer to your question though can be found almoust at the end of this document (under "Issue and comment creation") Create issues and comments from email | Atlassian Support
Hi @Greg Weber
Jira first search for issue key in the subject field, if not found it will inspect the mail header (simplified). For exact details see this link How JIRA Updates Issues from Email | Jira | Atlassian Documentation