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Bug
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Resolution: Duplicate
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Medium
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None
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3.0.0-OD-02, 3.2.0-OD-13
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
JSD-1491 describes an issue as Resolved wherein subsequent email replies to an email linked to Service Desk creation are creating duplicate SD issues. It notes the fix version for OD as 2.4-OD-04.
We are running JIRA Service Desk v3.0.0-OD-02-001-D20150907T065544, and are still having this issue.
Steps to reproduce
- Set up SD instance using support@foo.com for customers to email, and SD issues to be auto-created
- Customer finds issue, emails support@foo.com with subject "Foo Is Broken", and CC's 3 other people, SD-1 issue is created with Foo Is Broken title
- One of the CC'd users replies to the email thread, including support@foo.com as a recipient, "Re: Foo Is Broken" becomes subject of the email thread
Expected results
- Replying person's email content from step 3 is added as a comment to the SD-1 issue, no duplicates issues are created
Actual results
- Replying person's email from step 3 creates SD-2 with Re: Foo Is Broken title. SD-1 and SD-2 are not linked in any way. Content from replied email in SD-2 is not present in SD-1 and vice versa.
Notes
I'm not 100% certain, but it seems to be arising from "Re:" being added to the subject line of the email. This is extremely tedious to deal with.
- duplicates
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- Closed
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- relates to
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- Closed
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- Closed
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- was cloned as
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TESLA-674 Failed to load
[JSDSERVER-2334] Service Desk still creating duplicate issues
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2304730 ] | New: JAC Bug Workflow v3 [ 3125092 ] |
| Status | Original: Done [ 10044 ] | New: Closed [ 6 ] |
| Workflow | Original: JSD Bug Workflow v5 [ 2058673 ] | New: JSD Bug Workflow v5 - TEMP [ 2304730 ] |
| Workflow | Original: JSD Bug Workflow v5 - TEMP [ 2056596 ] | New: JSD Bug Workflow v5 [ 2058673 ] |
| Workflow | Original: JSD Bug Workflow v5 [ 1956247 ] | New: JSD Bug Workflow v5 - TEMP [ 2056596 ] |
| Workflow | Original: JSD Bug Workflow v4 [ 1615012 ] | New: JSD Bug Workflow v5 [ 1956247 ] |
| Description |
Original:
h3. Summary
We are running JIRA Service Desk v3.0.0-OD-02-001-D20150907T065544, and are still having this issue. h3. Steps to reproduce # Set up SD instance using support@foo.com for customers to email, and SD issues to be auto-created # Customer finds issue, emails support@foo.com with subject "Foo Is Broken", and CC's 3 other people, SD-1 issue is created with *Foo Is Broken* title # One of the CC'd users replies to the email thread, including support@foo.com as a recipient, "Re: Foo Is Broken" becomes subject of the email thread h3. Expected results * Replying person's email content from step 3 is added as a comment to the SD-1 issue, no duplicates issues are created h3. Actual results * Replying person's email from step 3 creates SD-2 with *Re: Foo Is Broken* title. SD-1 and SD-2 are not linked in any way. Content from replied email in SD-2 is not present in SD-1 and vice versa. h3. Notes I'm not 100% certain, but it seems to be arising from "Re:" being added to the subject line of the email. This is extremely tedious to deal with. |
New:
{panel:bgColor=#e7f4fa} *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-2334]. {panel} h3. Summary We are running JIRA Service Desk v3.0.0-OD-02-001-D20150907T065544, and are still having this issue. h3. Steps to reproduce # Set up SD instance using support@foo.com for customers to email, and SD issues to be auto-created # Customer finds issue, emails support@foo.com with subject "Foo Is Broken", and CC's 3 other people, SD-1 issue is created with *Foo Is Broken* title # One of the CC'd users replies to the email thread, including support@foo.com as a recipient, "Re: Foo Is Broken" becomes subject of the email thread h3. Expected results * Replying person's email content from step 3 is added as a comment to the SD-1 issue, no duplicates issues are created h3. Actual results * Replying person's email from step 3 creates SD-2 with *Re: Foo Is Broken* title. SD-1 and SD-2 are not linked in any way. Content from replied email in SD-2 is not present in SD-1 and vice versa. h3. Notes I'm not 100% certain, but it seems to be arising from "Re:" being added to the subject line of the email. This is extremely tedious to deal with. |
| Link |
New:
This issue relates to |
| Labels | Original: affects-cloud | New: affects-cloud affects-server |
| Labels | New: affects-cloud |
| Workflow | Original: JSD Bug Workflow v2 [ 1602130 ] | New: JSD Bug Workflow v4 [ 1615012 ] |
