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  1. Jira Service Management Data Center
  2. JSDSERVER-1491

Service Desk should recognise it's being included in an Email Thread

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      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      At the moment if Service Desk is included in the to field of an email thread, each reply will generate a new ticket in Service Desk.

      Steps to reproduce

      1. As a Service Desk Customer, write a new email to User1 and ServiceDesk email.
        • User1 should be an agent
      2. As User1 now reply to the email received from the Customer, include the same Service Desk email. (ie. Reply to All)
      3. As Customer reply to this thread once more using Reply to All.
        Result
        Three tickets will be created in Service Desk, each with the email body.

            [JSDSERVER-1491] Service Desk should recognise it's being included in an Email Thread

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304263 ] New: JAC Bug Workflow v3 [ 3125640 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058243 ] New: JSD Bug Workflow v5 - TEMP [ 2304263 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055812 ] New: JSD Bug Workflow v5 [ 2058243 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956551 ] New: JSD Bug Workflow v5 - TEMP [ 2055812 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1616214 ] New: JSD Bug Workflow v5 [ 1956551 ]
            jonah (Inactive) made changes -
            Description Original: At the moment if Service Desk is included in the {{to}} field of an email thread, each reply will generate a new ticket in Service Desk.

            *Steps to reproduce*
            # As a Service Desk Customer, write a new email to User1 and ServiceDesk email.
            ** User1 should be an agent
            # As User1 now reply to the email received from the Customer, include the same Service Desk email. (ie. Reply to All)
            # As Customer reply to this thread once more using Reply to All.
            *Result*
            Three tickets will be created in Service Desk, each with the email body.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-1491].
              {panel}

            At the moment if Service Desk is included in the {{to}} field of an email thread, each reply will generate a new ticket in Service Desk.

            *Steps to reproduce*
            # As a Service Desk Customer, write a new email to User1 and ServiceDesk email.
            ** User1 should be an agent
            # As User1 now reply to the email received from the Customer, include the same Service Desk email. (ie. Reply to All)
            # As Customer reply to this thread once more using Reply to All.
            *Result*
            Three tickets will be created in Service Desk, each with the email body.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-1491 [ JSDCLOUD-1491 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: affects-cloud warranty New: affects-cloud affects-server warranty
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: warranty New: affects-cloud warranty
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1603421 ] New: JSD Bug Workflow v4 [ 1616214 ]

              pdoan Phuong Doan (Inactive)
              imaduro Ivan Maduro (Inactive)
              Affected customers:
              17 This affects my team
              Watchers:
              27 Start watching this issue

                Created:
                Updated:
                Resolved: