Log a new call when replying to an email

[Angie]

Hi Support

I have jira servicedesk and when my users forward an email that was send to Jira servicedesk it update the original issue and it does not log a new issue?

is the a way to make sure it loges a new issue instate of updating the original issue?

Scenario:

1. User1 send an email to Jira servicedesk that she need printer to be install and she cc her manager

issue gets logged in Jira servicedesk with Ref no. IIE1.

2.  Then "User1's" manager forward the same email to Jira servicedesk, the manager needs access to internet

3. Then it update this issue IIE1 instate of it should log a new issue IIE2 for the Manager

I hope you understand my scenario

I just need an explanation if there is. 

[Mike Bowen]

Hi @Angie 

In your scenario point 3, this is the correct behaviour. Because the manager is using the same email subject as the User 1. 

If the manager wants a different reference number to be created then they should email the support email address with a new request (e.g. new subject / new email body). 

-Mike

[Angie]

Hi Mike thanks for the response 

i just found out they are opening a new email and the subject line is the same as the previous email, instate of logging a new issue it updated an old issue which is closed already. 

so does this mean if the subject is the same it will update the existing issue? 

[Mike Bowen]

HI @Angie 

I would say, "why don't you test it?" because I can't be sure of that scenario without testing it myself and I don't have email requests set up at the moment. 

Send an email to your support email address, CC in another email address (you have access to), then resolve or close the ticket. From the other email send in another email request with the exact same title and see what happens. 

That would be your confirmation. 

And it would be awesome if you could let us know the outcome. 

-Mike

[Dirk Ronsmans]

That is surely possible but usually it is the other way arround that you want :)

You can change your mailhandler to not set it as a comment but to create a new issue.

Keep in mind that that means that even when User1 replies on the issue (asking for an update or something) this will also be as a new issue (and that is usually undesirable behaivour)

More information about mail handlers can be found here:

https://confluence.atlassian.com/adminjiracloud/creating-issues-and-comments-from-email-779288896.html#CreatingIssuesandCommentsfromEmail-messagehandlers

[Angie]

@Dirk Ronsmans thank you for the response, 

No i dont want users when they reply to their issue that is logged already when they asking for update to open a new issue i still want it to go to the original issue as Reported comments. 

[Dirk Ronsmans]

Hi @Angie ,

The documentation explains it as follows:

Create a new issue or add a comment to an existing issue

This handler creates a new issue or adds a comment to an existing issue. If the subject contains an issue key, the message is added as a comment to that issue. If no issue key is found, a new issue is created in the default project.

So you cannot (be default) have it both ways.

Either there is an issue key in the subject and JIRA will by default add the email to the comments section or if no issue key is found it will become an email.

You might be able to use an add-on but it's not a use case I have explored myself.

Something like JETI (Jira Email This issue) might be able to create custom handler that if a subject contains FW: to create a new issue and if it is RE: to add a comment.

Keep in mind this is very tricky and you'll never have a foolproof system.

I feel it would be a lot better to educate your customers that if they want to open a new issue that they need to create a new email with a proper subject and one that does not contain an issue key.