reduce duplicate service requests from third parties by instead adding them as a comment

[Phillip C]

In essence, reducing duplicate service requests by adding further updates to comments.

A really good example is that we monitor Microsoft Health incidents and advisories. I can see the summary can be something we can build into an automation rule to compare, as the subject of the email (summary in jira) contains the incident # followed by the name. E.g.

EX918851: Exchange Online Service Health Incident

So I was thinking that the logic would be:

If incident raised > if raised by sender XYZ then compare the summary field first character block matches an existing ticket first character block (which the ticket may or may not be open), then if it matches, simply just add it as a comment and close the duplicate ticket.

Hope that makes sense for what i'm after?

[Joseph Chung Yin]

@Phillip C 

Currently, Do your customers create his/her issues only via the Portal UI?  Or you are using external emails to create issues in your JSM project?

If you are using email to create your issues, then please review the following reference links on using emails to process both issue creation and issue commenting 

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

https://support.atlassian.com/jira-service-management-cloud/docs/allow-external-emails-to-be-added-as-comments-on-issues/

Hope this helps.

Best, Joseph Chung Yin