Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-580

Include the JIRA issue key in the subject of emails send by JIRA Service Desk

XMLWordPrintable

    • 2
    • 1

    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      Atlassian Update - October 2023

      Hi Everyone,

      Thank you for previously raising this feature request and bringing it to our attention.

      Within our company roadmap and work capacity, we try to address or review each feature request but admit that not each one will be implemented. To continue the culture of being honest and open, we are closing this ticket to focus on our upcoming roadmap for all Jira Service Management Cloud users. You can visit Atlassian Cloud Roadmap to learn more about what was recently released and the upcoming roadmap.

      Thank you again for providing valuable feedback to our team!

      Samriddhi Saumya
      Jira Service Management Cloud team

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

            [JSDCLOUD-580] Include the JIRA issue key in the subject of emails send by JIRA Service Desk

            Mihails Mihailovs added a comment -

            SuperOffice CRM is using an Outlook addin which removes the In-Reply-To header information from the mail.
            Because the Outlook addin removes the In-Reply-To JIRA Service Desk will create a new issue instead of adding the mail to existing issue as a comment.
            Because we can not disable the CRM addin it is vital to have the issue number back in the subject. (same a JIRA)

            Mihails Mihailovs added a comment - SuperOffice CRM is using an Outlook addin which removes the In-Reply-To header information from the mail. Because the Outlook addin removes the In-Reply-To JIRA Service Desk will create a new issue instead of adding the mail to existing issue as a comment. Because we can not disable the CRM addin it is vital to have the issue number back in the subject. (same a JIRA)

            Mihails Mihailovs added a comment -

            We have problems with the In-Reply-To header not recognized by JIRA (incomming mail log).
            Therfor when a user replies a new issue is created (instead of adding the mail as comment to existing issue.
            Adding the issue number in the subject would help a lot, and mail comments will be added to existing issue based on issue number in the subject.

            Mihails Mihailovs added a comment - We have problems with the In-Reply-To header not recognized by JIRA (incomming mail log). Therfor when a user replies a new issue is created (instead of adding the mail as comment to existing issue. Adding the issue number in the subject would help a lot, and mail comments will be added to existing issue based on issue number in the subject.

              Unassigned Unassigned
              ezhang Ed Zhang (Automation)
              Votes:
              11 Vote for this issue
              Watchers:
              9 Start watching this issue

                Created:
                Updated:
                Resolved: