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  1. Jira Service Management Data Center
  2. JSDSERVER-2275

ServiceDesk ignore email subject line and create separate ticket

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      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

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304174 ] New: JAC Bug Workflow v3 [ 3125229 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058143 ] New: JSD Bug Workflow v5 - TEMP [ 2304174 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055674 ] New: JSD Bug Workflow v5 [ 2058143 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955817 ] New: JSD Bug Workflow v5 - TEMP [ 2055674 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615810 ] New: JSD Bug Workflow v5 [ 1955817 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-server
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1602981 ] New: JSD Bug Workflow v4 [ 1615810 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow [ 1398916 ] New: JSD Bug Workflow v2 [ 1602981 ]
            Marty (Inactive) made changes -
            Component/s New: Email - Incoming [ 32490 ]
            Owen Sanico [Administrative Account] made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 948883 ] New: JSD Bug Workflow [ 1398916 ]

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

                Created:
                Updated:
                Resolved: