How to prevent automatic email requests from another service desk system that sends out auto-reply?

[Jeremy]

My Jira Service Management system sends out a confirmation mail to the customer when a ticket is created after their mail. The confirmation mail sends the mail to the service desk system of the customer and makes a ticket at their system. This sends a confirmation to us and so the cycle repeats without wanting it. How can we fix this?

[Jack Brickey · Accepted solution]

Hi @Jeremy , does the original email come from the customer's ticketing system? Is the customer using JSM or something else? Are you using JSW or JSM?

I expect you are going to need to disable automatic confirmation notifications and set up conditional notifications in Automation.

[Jeremy]

@Jack Brickey Yeah we use Jira Service Management (JSM) and the other customer uses another system but not Jira.