ticket control

[KGI SG Admin]

Hi Team,

How do i update my tickets accordingly into the jira system?

Below is our setup ;

1) Whoever sent an email to ps.sg@kgi.com will send an copy to sgp.mtech@kgi.com

2) sgp.mtech@kgi.com has configured under the project. 
3) sgp.mtech@kgi.com received an email and create ticket into the jira system. 

 - user A send an email to user B and cc ps.sg@kgi.com in the loop.
 - jira ticketing created the ticket accordingly and ticketing number was replied back to user A. - user B replied the email to the user A and cc ps.sg@kgi.com again.
 - jira ticketing system created a new ticket for the same issue.

How do i prevent same issue created into the jira system?

Any plugin can filter for this or any better idea for us to maintain the tickets?
Look forward on your reply.

[Andy Heinzer]

1. What kind of Jira project is this?  Jira Software (scrum/kanban), Jira Core (business type projects), or Jira Service Desk?
2. Is this in Jira Cloud, or Jira Server?
3. If this is Jira Server, what version of Jira, Jira Software, and Jira Service Desk is this?
4. Is either user A or B sending messages from the mailbox address of either ps.sg@kgi.com or sgp.mtech@kgi.com ?

I suspect this is a Service Desk Project.  And I think I understand why this is happening.  But before I try to explain what I think is happening, could you please try to answer the questions I have above.  The exact behaviors for the way Jira handles email in situations like this can be different between platforms (cloud/server), version numbers, as well as mail handler types (core/servicedesk).

Regards,

Andy

[KGI SG Admin]

Hi Andy,

1) Jira Service Desk

2) Jira Server

3) Jira Server  JIRA v7.6.2

4) we configured a rules on ps.sg@kgi.com mailbox to send an copy to sgp,mtech@kgi.com.

[Andy Heinzer]

So the fact that the email address these users are sending messages to is not the same address that JSD is checking could be a possible factor here.

But before we explore that, I want to first understand more about the first email processed by Jira.   Immediately after User A sends the first email, I would expect service Desk to create the issue, and in turn it should add User B to the request participant field.   I want to confirm that happens first.  But I'm also interested to learn if the other email address is also showing up as a request participant such as, 'ps.sg@kgi.com'.

But secondly, I want to understand, is user B replying to User A's email directly?  Or is User B replying to the Jira notification of the issue being created?

I would expect that if the user is replying to the Jira notification, and the subject line is the same, that Jira would simply add this as a comment and not create a separate ticket provided that user is either the reporter or in the request participants field at the time the message is received.

However I suspect that User B is really replying to the direct email from User A.  In which case, because they included the CC of the email address that forwards to JSD, and this message does not contain the email header that JSD is using to track unique messages, Service Desk is creating a new request.

In this scenario, one solution is to first have user A create the service desk issue first (either in the portal or by an email, but not sending anything to user B yet).  Then wait to receive the notification email from Jira that an issue has been created and then forward or reply to that specific notification message and then include in the CC the other users that you want to be able to update the existing ticket.  

Provided that your JSD project settings allow users to share issues with other JSD customers, then this method should work without creating new issues for each set of replies from different addresses.