Accepting email requests from an external helpdesk system

[Jeff Gowen]

I am in the process of setting up a Jira Service Management instance for a client who will be sending requests to it via their own helpdesk system (Remedy).  I have configured an e-mail address to use and tested this locally, it all works fine as expected.  However, my responses have come from a test Gmail account and I have concerns that because all of the requests from Remedy will come from the same e-mail address, JSM won't be able to differentiate between what is a response to an existing request and what is a new request so it will continually create new requests.

Has anybody come across this problem before? If so, is there a way around this or will Jira just be clever enough to figure out what is a response to an existing request versus what is a new request that needs to be created?

Thanks in advance.

[Sam Thornton · Accepted solution]

JSM matches email to tickets via the ticket number within the subject line of the email (e.g. TEST-123456) to tie an email response with an existing ticket.

In your tests, does the JSM ticket number get embedded into the subject line within your replies from the Remedy helpdesk?

[Jeff Gowen]

Hi Sam, cheers for getting back to me.

That's worked a treat, thank you very much!

Many thanks,
Jeff