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Retrieve Email Subject of Email Comment

Hi everyone, I have returned with another niche automation/request.


A. Our monitoring utility (Icinga) creates a card whenever an issue is detected.
In this card is stored details of the issue.

B. We use another tool to communicate the issue with all parties involved via email, be it internal and/or external users/clients. The card number of A is attached to the communication.

The communication from B then updates the card created with A, due to the card number being in the subject of the email.

Now, our agents then also update the card that was created by A because now it has all the contacts from the communication sent by B in the Request Participants field.

The only issue is that it is using the Summary of the card in the email sent from the updates, which doesn't match the subject of the notification from B. So this is causing some confusion with our customers.

We want to automate the change of the Summary of the card created by A when it is updated by B, with the subject of the notification. However, I am unable to retrieve the subject of the notification which was sent, as it seems that an emailed comment does not store the subject of the email which adds the comment of the card.

Does Jira Service Desk (JSM) Cloud store this subject somewhere which is retrievable with Automation For JSM, or is this a hopeless endeavor?

I know that I could use the body of the comment to change the Summary of the card, but we are attempting to avoid having to send one communication and then another.

I will be storing the original Summary of the card in a custom field, which will be filled upon card creation. I can then use this to compare if the automation should perform the action or not.

I hope that my explanation is clear. Let me know!


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