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  1. Jira Service Management Data Center
  2. JSDSERVER-4058

Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant

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

      1. Create new service desk project and set it as open for public sign up
      2. Setup email channel for the project
      3. As customer A, send email to the sd email channel and cc customer B (A new issue will be created in Service Desk project)
      4. As customer B, after receive the email from customer A, reply the email (Note this is the original email from A, not Service Desk generated email) with comment

      Expect
      Reply from B will be added as comment to the issue

      Actual
      A new issue been created

      This is happening since Service Desk version 3.3.0-OD-01 which been deployed to PRD on July 12th 2016

      Project Settings

        1. emailComment_OD18.png
          508 kB
          Yuting Qin
        2. emailComment_OD01.png
          330 kB
          Yuting Qin
        3. email_3.3.0-OD01.png
          262 kB
          Yuting Qin
        4. email_3.3.0-OD01.png
          262 kB
          Yuting Qin
        5. image-2016-07-17-00-00-05-156.png
          199 kB
          Yuting Qin

            [JSDSERVER-4058] Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant

            same issue here, please anyone has can assist. or any update for this case ?

            Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant.

            rawad.saymeh added a comment - same issue here, please anyone has can assist. or any update for this case ? Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant.

            This happening again sporadically as per below screenshot - only in the last 3 days 

            Mathias Boer-Mah added a comment - This happening again sporadically as per below screenshot - only in the last 3 days 

            Dario B added a comment -

            eric1213677426 check if you are not having the issue tracked in JSD-2373 instead. If that's not the case, open a support ticket in support.atlassian.com .

             

            Dario B added a comment - eric1213677426 check if you are not having the issue tracked in  JSD-2373 instead. If that's not the case, open a support ticket in support.atlassian.com  .  

            Eric Livesay added a comment - - edited

            I'm seeing exactly this issue in my recently created JIRA Service Desk Cloud which is troubling since this issue, and -JSD-2334-, are both reported to be 'Done'.  I'm not seeing any particular setting that I need to toggle.

            Any thoughts about why I would still be seeing this?

             

            Eric Livesay added a comment - - edited I'm seeing exactly this issue in my recently created JIRA Service Desk Cloud which is troubling since this issue, and - JSD-2334 -, are both reported to be 'Done'.  I'm not seeing any particular setting that I need to toggle. Any thoughts about why I would still be seeing this?  

            Hello,

            This problem in JIRA Service Desk Server is being tracked in JSD-4320. Please follow that bug for updates.

            If you are experiencing this issue in server please vote or comment JSD-4320 so we have your feedback properly tracked.

            Cheers!
            Tim | Atlassian

            Tim Evans (Inactive) added a comment - Hello, This problem in JIRA Service Desk Server is being tracked in JSD-4320 . Please follow that bug for updates. If you are experiencing this issue in server please vote or comment JSD-4320 so we have your feedback properly tracked. Cheers! Tim | Atlassian

            thx for the comment (Chris Robinson) I have the same issue with my server instance

            Lars Mählmann added a comment - thx for the comment (Chris Robinson) I have the same issue with my server instance

            This is also an issue on server instances. When will this fix be released for the server edition?

            Chris Robinson added a comment - This is also an issue on server instances. When will this fix be released for the server edition?

            mikkel324661434 The scenario you described above is different from this. https://jira.atlassian.com/browse/JSD-2373 would be the right place to watch for update.

            Yuting Qin added a comment - mikkel324661434 The scenario you described above is different from this. https://jira.atlassian.com/browse/JSD-2373 would be the right place to watch for update.

            Dario B added a comment -

            Please be also aware of: JSD-2373

            Summary

            When a customer of a JIRA Service Desk sends an E-mail from Service Desk to another person (who is not an agent, reporter or request participant) of the issue, if that additional party replies to the issue and includes the JIRA Service Desk E-mail, the E-mail is treated as a new issue, even though:

            • Subject Line contains the Issue Key,
            • Email Headers are still intact.

            For Example:

            1. Customer 1 raises a Service Desk request.
            2. Agent 1 responds to the Service Desk Request.
            3. Customer 1 receives a response and CC's the response to another Customer (Customer 2).
            4. Customer 2 responds to the service desk request, CCing in the same people.

            Creating new E-mails under this scenario causes additional overhead for the Service Desk Administrator, and may be confusing to the customer interacting with the Agent, due to the fragmented nature of the E-mail interactions

            This was introduced as a result of the changes in: JSD-1876 which fixed an issue when a user who was not a Service Desk customer responded to a Service Desk Email.

            Dario B added a comment - Please be also aware of: JSD-2373 Summary When a customer of a JIRA Service Desk sends an E-mail from Service Desk to another person (who is not an agent, reporter or request participant) of the issue, if that additional party replies to the issue and includes the JIRA Service Desk E-mail, the E-mail is treated as a new issue, even though: Subject Line contains the Issue Key, Email Headers are still intact. For Example: Customer 1 raises a Service Desk request. Agent 1 responds to the Service Desk Request. Customer 1 receives a response and CC's the response to another Customer (Customer 2). Customer 2 responds to the service desk request, CCing in the same people. Creating new E-mails under this scenario causes additional overhead for the Service Desk Administrator, and may be confusing to the customer interacting with the Agent, due to the fragmented nature of the E-mail interactions This was introduced as a result of the changes in: JSD-1876 which fixed an issue when a user who was not a Service Desk customer responded to a Service Desk Email.

            Dario B added a comment -

            sohil1563523276 please log a ticket in support.atlassian.com for this.

            Cheers,
            Dario

            Dario B added a comment - sohil1563523276 please log a ticket in support.atlassian.com for this. Cheers, Dario

              mwinsen Marty (Inactive)
              yqin Yuting Qin
              Affected customers:
              1 This affects my team
              Watchers:
              31 Start watching this issue

                Created:
                Updated:
                Resolved: