different tickets to the same problem

[Andreas Gans]

Hello all,

We have the problem that new tickets always open for the same problem. As soon as they come from another email but the same ticket number is in the subject. 
Can't the system refer directly to the ticket number? Because it hangs in the subject with.

[Nic Brough -Adaptavist- · Accepted solution]

You have not mentioned Service Management here, so I'll assume you are using a Core or Software project, which both use "mail handlers" to interpret incoming email.

These can be configured in several ways, but the main one people use is the "create or comment" handler, which reads the subject of an incoming email and looks for an issue key.  If it finds one, it treats the email as a comment, if it does not, then it creates a new one.

Check what the handlers are set up for at Admin -> Incoming email.

If it is for a Service Desk project, then those have an "email channel", you'll need to check that from the project configuration.

[Andreas Gans]

Hi Nic,

thx for the answer. I will check this. ; ) 

[Andreas Gans]

@Nic Brough -Adaptavist- 

If someone replies to the same ticket but they are not listed in Jira does it work the same way? 

Or does this open the new ticket ??? 

[Nic Brough -Adaptavist-]

It depends on the configuration - if there's no account, is the handler configured to create an account and does the project allow for new users to create and comment on issues? 

[mararn1618 _secretbakery.io_]

Hi Andreas,

JSM will open new tickets if the sender's email does neither match

• the reporter
• one of the request participants

To fix this you can add the other email addresses to the "request participants":

[Andreas Gans]

@mararn1618 _secretbakery.io_ 

Also with the same ticket number in the subject? 

[mararn1618 _secretbakery.io_]

Well, it will match the email to the ticket that matches the email subject. I think we both agree, but I'll paraphrase:

• The email subject must include the ticket number of the ticket that should receive the email content.

Also: I'm curious, since I'm right now working on automatic decuplication for JIRA: Does this happen often? If yes, let me know in case you'd like to bounce off some ideas.

[Andreas Gans]

That's Right, the Content of subject must be the same. 

And yes this happens more often, that the subject has the ticket number but a new one is opened. 

[mararn1618 _secretbakery.io_]

If this thread doesn't help I'm happy to give you a sneak peek of the deduplication app I'm building - it also covers your email scenario. Just pick a slot from my calendar and I'll be there: https://calendly.com/markus-arndt/30min