Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,551,879
Community Members
 
Community Events
184
Community Groups

Jira emails commenting on a ticket in the wrong project

Chris A
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
May 01, 2023

Hi Atlassian Community!

I am looking into a very strange issue.  Emails that should be arriving in the Jira IT Service Desk, are not going to the intended Project.  They are commenting on an existing ticket on a separate Jira Client Service Desk (eg: Ticket CS-9876).  This issue occurs sporadically (once every few months).  More details below.

Intended workflow:

  1. User sends email to helpdesk@email.com
  2. Email gets created as a ticket within Jira IT Service Desk (eg: IT-1234)

Issue workflow (occurs sporadically – once every few months)

  1. User sends email to helpdesk@email.com
  2. Email links to an existing ticket as a comment.  It links within a separate Jira Client Service Desk - not the intended IT Service Desk.
    It always links to the same ticket (eg: CS-9876)
    Email DOES NOT arrive in the JIRA HelpDesk Service Desk

We are not sure why some tickets that should arrive as a new ticket creation in Jira ‘IT Service Desk’, are commenting on an existing ticket within a different Project entirely (Jira Client Service Desk CS-9876).

It is important to note that the helpdesk@email.com email address only links to the IT Service Desk.  It does not link to Client Service Desk in any way.  The Client Service Desk is set up with a different email entirely.

I have checked:

  • Email integrations of all projects to ensure helpdesk@email.com isn’t linking anywhere else
  • Outlook mailbox rules to ensure there is no forwarding
  • Jira automation rules to ensure nothing is interfering
  • Tried re-naming the ticket, however tickets are still linking to it

My next option would be to delete this ticket entirely (CS-9876), however I’d like to know if anyone has experienced these issues/have a resolution before I default to deleting the ticket.

1 answer

0 votes
Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 02, 2023

Welcome to the Atlassian Community!

Jira email handlers will look at the subject line of an email, and if they find an issue key, assume the email is intended as an update to that issue.

Check the headers of the emails people are sending when this happens, I suspect you'll find an issue key in them.

Chris A
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
May 02, 2023

Hi Nic,

Thanks for your response, however I have previously checked this.

There is nothing in the email header/subject/body that would suggest linking to the ticket.

Regards,

Chris

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
SERVER
VERSION
8.22.6
TAGS
AUG Leaders

Atlassian Community Events