Ticket from an email

[Pablo Marín]

Hello, good morning everyone. I have an issue that I can't solve. In Jira Service Management, when a client creates a ticket from an email, and an agent marks it as "waiting," if the client wants to add new information by replying to the initial email, none of the new information is added to the ticket. How could I fix this? Thank you.

[Walter Buggenhout · Accepted solution]

Hi @Pablo Marín,

Can you be more specific about your expectations? In a normal flow, when JSM receives an email and turns it into a ticket, a confirmation email is sent out with a reference to the ticket number. When your customer replies to that reply from JSM, you should see replies being added as comments to the ticket.

I am however getting the impression that you expect an email conversation that goes on from the very first email to end in the JSM ticket. That is not how it works, I'm afraid.

Hope this helps! 

[Pablo Marín]

Thanks Walter for your fast response. So, is it an issue that Jira doesn't incorporate new information as a comment when replying to the initial message thread?

[Walter Buggenhout]

Once a ticket is created, Jira adds a reference to that ticket to the metadata of the email thread, which it then references to identify other incoming emails as related to that ticket. Since your initial email was sent before a ticket was created, there is obviously no reference to the ticket for Jira to work with.

[Pablo Marín]

Thank you Walter, with this information I have modified some aspects, and everything seems to be working now. Greetings from Spain!