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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

            vkharisma added a comment - - edited

            After some investigation this turned out not to be a bug. The logic behind email issue creation as per follows:

            1. Find the issue-key from the subject of the email message
            2. Find the issue using the In-Reply-To header of the email message
            3. Check if the sender has the appropriate permission to comment on the issue e.g sender is not customer/agent in ServiceDesk

            If the above conditions are not satisfied, ServiceDesk is expected to create a new issue instead of adding a comment.

            vkharisma added a comment - - edited After some investigation this turned out not to be a bug. The logic behind email issue creation as per follows: Find the issue-key from the subject of the email message Find the issue using the In-Reply-To header of the email message Check if the sender has the appropriate permission to comment on the issue e.g sender is not customer/agent in ServiceDesk If the above conditions are not satisfied, ServiceDesk is expected to create a new issue instead of adding a comment.

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

                Created:
                Updated:
                Resolved: