Email added to job without JSD issue ID number

[Rod McWilliams]

Hi,

We had a customer reply to email (using Outlook) that automatically appended itself to an existing Jira Service Desk (JSD) issue (the right job as it turns out). Normally, I would expect that to happen only if the JSD issue ID was part of the subject line of the email. However, the subject line of the email contained the title of the ticket only without the JSD issue ID number.

My understanding was that for an email to be appended to an existing JSD issue it had to have the JSD issue ID in the subject header. As an example - the JSD issue ID was something like AAA-1234 Content to go live August 14th - However, the email subject line contained only RE: Content to go live August 14th

There was no JSD issue ID number in the subject header.

How did JSD append this email to the job (AAA-1234) without the job number?

What mechanism caused the email to be added to the ticket?

Should this be happening?

Thank you

Rod McWilliams