JSD email request processing logic

[Fazila Ashraf]

Hi

How does the JSD email request handler determines whether a new ticket should be created or an existing ticket should be updated?

I see that a couple of times, an existing ticket of a customer is updated for a new conversation from the same customer but with different subject & content. The existing ticket number was not referenced in the new email.

We expected a new ticket to be created but the other one was updated. Understanding how JSD is algorithm-ed to handle it would help us better.

[Hasta la vista]

Hi @Fazila Ashraf 

I found this:

• If a user sends an email to the JSD email then an issue will be created.
• If a user replies to a notification email that is sent from JSD then an issue will be updated.
• If someone was CCed in the original email to create an issue and that person replies to all (which includes the JSD email) then a new issue is created.

https://community.atlassian.com/t5/Jira-Service-Management/How-work-JSD-mail-handler/qaq-p/1216404 

You can also read:

https://confluence.atlassian.com/servicemanagementserver/receiving-requests-by-email-939926303.html