JSM Email Threading Failing

[Owain_Esau]

Hi,

I'm experiencing inconsistent email threading issues when communicating with vendors who use ManageEngine ServiceDesk Plus as their ticketing system. Here's the situation:

Our setup works as follows:

• We have an automation rule that successfully adds the vendor's ticket number to our JSM ticket subject line
• Another automation rule adds vendors as participants and sends them an email, which threads correctly into ManageEngine
• However, when vendors reply (with the JSM ticket number and project key in the subject), it creates a new ticket in our system about 50% of the time instead of threading to the existing ticket

I've verified that the message headers in the failed replies show matching reply IDs to the original ticket, so the threading information appears to be present. Has anyone encountered similar intermittent threading issues with ManageEngine ServiceDesk Plus, or have suggestions for troubleshooting this inconsistent behaviour?

[Tomislav Tobijas]

Hmm, interesting one @Owain_Esau 

As you've confirmed that email headers are correct, I'd maybe recommend reaching out to Atlassian Support to check what the backend looks like in your case/on your site. 👀

Are all emails exclusively sent from automation or do you have some standard customer notifications as well?
I was thinking that maybe if they reply to the automation mail, this creates a new ticket, and replying to the standard notification results in content being added to the existing ticket.

System email processor should handle all of that, but it would probably be easier to check with the official Support team and grant them data access for further debugging.

Cheers,
Tobi