Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-2275

ServiceDesk ignore email subject line and create separate ticket

XMLWordPrintable

      Summary

      Service Desk email integration is creating new tickets even when there is the correct tags in the subject line.

      Environment

      • JIRA 6.4.11
      • SDS 2.5.4

      Steps to Reproduce

      1. Install JIRA + Servicedesk mentioned above.
      2. Enable Public Signup + email channel
      3. Send different email with the following subject line:
        - [ABC] (SD-123) CREATE ISSUE

        - Re: [ABC] (SD-123) CREATE ISSUE

        - CREATE ISSUE [ABC] (SD-123)

      • Re: CREATE ISSUE [ABC] (SD-123)

      Expected Results

      Email with the same subject line should be created as a comment instead of separate issue.

      Actual Results

      Email is created as a separate ticket.

      Workaround

      Reply directly to the email thread instead of sending a new mail with the same subject line.

          Form Name

            [JSDSERVER-2275] ServiceDesk ignore email subject line and create separate ticket

            No work has yet been logged on this issue.

              cnguyen Chuong Nam Nguyen (Inactive)
              vkharisma vkharisma
              Affected customers:
              0 This affects my team
              Watchers:
              2 Start watching this issue

                Created:
                Updated:
                Resolved: