We have automated processes that we would like to automate further by allowing the process to send an email that will add a comment to an existing ticket and embed the attached file that was sent with the email. Can this be done and, if so, how?
getting an email to result in a comment on another ticket can be tricky. The one key thing is to ensure the issue key (e.g. ABC-123) is in the subject. So the first question is where will this issuekey come into play? How will the automation rule acquire the issuekey. If it is static that is easy enough just hard-code it into the automation rule. However, I suspect that isn't the case here.
As a test, I sent an email to 'email@example.com' with the key in the subject file and a small text file attachment. I received an email response saying that an update to the ticket was made by myself. However, no updates visible in the ticket. Why might that be the case?
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