issue with email flow

[francois gayout]

Hi, 

in both jira service desk and ops genie, we're struggling with the emails flow.

for example, in service desk, if a tech is answering into a case, the user will receive the email. 

however, if the user is making a reply, jira will not feed the case in reference, but instead will open a new case.

we do have the same issue with OpsGenie - if an alert is open, our deisgnated distribution list will receive the email.

however, as soon as someone is making a reply to this email alert, Opsgenie will not feed the alert in reference, but will open a new alert instead.

I'm not able to find the trigger in order to have the flow to be corrected. 

thanks for any help.

[Nick H]

Hi @francois gayout ,

Sounds like you are using an email integration to create alerts in Opsgenie. To prevent replies from creating new Opsgenie alerts, we see a number of customers using the Conversation Subject in the alias field of the create alert action:

The Conversation subject field will use the email's initial subject regardless of replies or forwards. This would deduplicate or increase the count of the alert instead of creating a new alert.

It might also be worth adding a Note into the create alert action that includes the email's Message. This will include the details of any reply to the email thread:

Important to note that the Advanced tab of an integration is only available on the Standard and Enterprise plans. Hope that helps.