How to merge jiraservicemanagement issues with automation

[KAZUHIRO KOIKE]

I have been looking up and setting up the automation items for the above mentioned issue, but it is not working properly.
Please let us know how to set up the automation.

Situation
Currently, we have an issue open by email, but when a reply is received by email, the issue is opened as a separate issue.
Therefore, I am wondering if it is possible to automatically merge the issues that have been opened as separate issues and make them into one issue.

What we would like to do
1. Open an issue every time an email exchange occurs.
2. Check the requirements of the issue at the timing when the issue is opened.
3. If the string is exactly the same as an already open issue, the issue is merged with the already open issue.

Is it possible to set up an automation to do this?

[Piyush Annadate _ACE Pune_ · Accepted solution]

Hello @KAZUHIRO KOIKE ,

You're seeing new issues created for every email reply — this is not an automation requirement actually, but a configuration issue in the email request handling settings probably.

By default, JSM is designed to thread emails as comments on the same issue if: (Ref this)
- The email reply retains the issue key in the subject line
- The email is sent from a user already part of the issue (reporter/request participant)


Using automation here, won't be required, and on top - Merging doesn't exists; you may need to link, copy data from/to of actual ticket and duplicate created ticket (this would become unnecessary maintenance)

[Kai Krause · Accepted solution]

Hi,

what you describe is the standard behavior of the JSM Mailhandler. 

Main point is that in the subject of the Mail, there is to provide the key of the original ticket. JSM will get the provided Key and set the Mail Body as a comment to your original ticket.

Workflow would be as follows. 

• Customer opens Ticket
• Customer receives notification with Key 
• 'Customer answers on the notification 
• Email become Comment on the opended Ticket-. 

BR

Kai 

[Joseph Chung Yin · Accepted solution]

@KAZUHIRO KOIKE -

I agreed with both replies suggested.  The key is to check how you configured your setup to process emails to create issues in your site.  

Take a look at the reference links on how to configure the setup (The overall concept is the same for both Jira and JSM)

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

Hope this also helps.

Best, Joseph Chung Yin