Requests Created By Email

[Greg Weber]

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. 

greg

[Tim Kopperud · Accepted solution]

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

TimK.

[Greg Weber]

thanks for information. 

I am actually looking for the fields tested that cause a record in-service desk to be updated rather then created. 

[Tim Kopperud]

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

TimK.

[Greg Weber]

Thank you

greg