When the customer forwards the email, it does not generate a ticket in JSM

[Giovanni Zandonadi Esposito]

Hello people,

I have the following problem using JSM.

When the customer forwards an old email from Outlook to Jira Service Management, it opens as a message in an already closed Card in Jira (even when the customer modifies the body and subject of the email).

However, when the customer clicks on sending a new email in Outlook, instead of forwarding this email as previously mentioned, it opens normally in the Jira Service Management queue.

I do not know how to solve this problem, someone can help me?

[Andrew Laden · Accepted solution]

Jira tries very hard to apply an email to an existing issue before creating a new one.

The subject/body of the mail actually isn't that relevant. If it find a issue key it might use it, but two brand new emails with the same exact subject will create two different tickets.

What Jira does is leverage the mail headers, looking for in-reply-to  and references headers to see if the mail relates to a previous mail. If so, it attaches to that mail. (jira actually maintains a database of mail headers to issues.)

The mail headers are there regardless of if you delete the subject and body or not. It is not easy for an end user to modify the headers from a mail client like outlook.

The best way to guarantee getting a new issue is to start a new mail. Do not reuse an existing mail thread either by forwarding or replying. it will not work. That's just how jira works.

[Bryce Lord]

Hi @Giovanni Zandonadi Esposito ,

Hmm sounds like you're having an issue with the mail handler. I would start by looking at the mail handler type that's currently configured. It may be searching the entire forwarded email (including all replies, if included in the body) for an issue key until it finds one and adds the email as a comment to that issue.

Create issues and comments from email 

Above is a great article explaining how to create issues/comments via email, specifically the section on Custom email handlers which explains the differences between mail handler types.

I'd review those and adjust yours to the one that best fits your situation.

Hope that helps!

Bryce