Ability to Allow Support Email Address To Be Included in Distribution List

Summary

When the support email address is included in the distribution list, when someone replies to the email address, the mail handler assumes that the reply is actually a request to create an issue, this then ends up in the queue of the project with summary: "RE:" for each reply from the people within the distribution list. This is of course an expected behavior but it would be better if the mail handler had a better ability of machine learning to differentiate between replies and actual issue creation.

Expected Results

For the mail handler to be able to filter and not create issues when users in a distribution list reply to a distribution list including the support email address of the service desk.

Actual Results

Each time the users in the distribution list reply to the ticket they were cc'ed, the JIRA notification mail handler processes those replies as new issues which are then created into the Service Desk Project. Each time the users reply to the cc'ed email, JIRA notification isn't able to detect any issue key linked to those replies therefore JIRA assumes it's a new issue email creation and thus proceeds to create a new issue in the instance.

Workaround

1. Make sure those users are only replying to the notification of the ticket created via email address which leads to the jira notification mail handler and not the email that they are cc'ed into.
2. Make sure the users do not reply to each other via the cc'ed email, this will create a long thread of replies which will be continuously created as new issues into the instance. If the user wants to comment on the issue, all of them will have to only reply to the ticket created by email as that is the only email with a issue-key which then directs all the comments and reply to one issue only instead of creating multiple issues.