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.
Hi Everyone, In this tutorial, we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached. SLA Threshold Trigger The SLA t...
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