How do I stop mentions of my client in email from generating a service request?

[Demerle Lewis]

Whenever I mention my clients name or use their acronym in my email outside of Jira somehow it generates a service request. I'm guessing I mistakenly linked something to my email that creates the ticket when I use my clients name or acronym but I don't know what it is. Has anyone experienced this before? I need help. 

Thank you in advance. 

[Demerle Lewis · Accepted solution]

@Jack Brickey reviewing the logs it says "no email received ever" but my email address is connected and I can see that the last email received was 17 minutes ago. I am going to disconnect my email. During initial setup I was attempting to receive emails whenever my client made a request. I'm guessing I did not do this correctly. I can use some assistance on receiving an email notification when my client makes a service request and when service responds and provides updates. 

Thank you for the quick response and your assistance with this. 

[Jack Brickey · Accepted solution]

Hi @Demerle Lewis ,

a mention in an email should not cause this. Are you sure that the JSM email is not Cced? Or possibly a rule in your mail app is forwarding or otherwise referencing the JSM address? In any event, if this email is being generated outside of Jira, then there is some integration with your mail system that is somehow causing an email to be sent to Jira.

if you look at the email log under project settings > email requests what details do you see associated with the unwanted issue?

[Demerle Lewis]

@Jack Brickey I'm guessing I should create an email address specifically for the service requests for my client. I had my general work email address connected. 

[Jack Brickey]

Oh yes absolutely! JSM projects come with a default Atlassian email that can be used or you can create a custom email address if you desire. Regardless, you absolutely want to keep this dedicated to your project so that you will not get unwanted tickets created.

[Demerle Lewis]

Thank you @Jack Brickey

I appreciate your help with this. 

[Jack Brickey]

Any time. Should you consider your question answered please Accept answer.