1 Issue/Ticket = 1 Email? No Threading?

[AA_PH]

In JIRA Service Desk, there is no threading of an email conversation? All email that goes in even they are of the same thread creates a new Issue/Ticket#? Any way this can be configured?

[Fahad Siddiqui]

@AA_PH Hi,

can you share more details on your question? what features you have used for automation? 

[AA_PH]

I was exploring my "service desk" project and saw a few tickets in but looking through 5 issues, realized these are just thread of a conversation.

In other tools, these would have not been given separate tickets but rather just 1 ticket. (of course a threshold is placed as to up to how long it will thread)

Seems here in JIRA service desk, each email response to a thread becomes a new ticket.

[Fahad Siddiqui]

@AA_PH do you raise tickets through email? or self service, what is your procedure for raising tickets in JSD

[AA_PH]

Sample I am referring to right now is email.

[Daniel Ebers]

Hi!
So far I understood the reply to an email is creating a new ticket in your Service Desk project instead of commenting the existing one where the reply basically belongs to.

Mail Handler honours threads, a discussion in JAC suggests there have been bugs on this in the past but they are resolved.
In case it doesn't work for your Jira Service Desk you could reach out to support to clarify.

Another thing that came to my mind is if the sender if specifically sending the ticket number in subject. This normally ensures that no additional tickets are created (more reliably compared to the mail thread information from headers).

Please check and in case something was not understood correctly maybe a different member of Community is able to catch up.

Cheers,
Daniel

[Allen Reyes]

Hi,

We have the same problem. Emails are being created as a new emails instead of being in just 1 thread.

Sample:

Customer sent an email > Customer Support responded via Jira Service Desk > *responded email by the customer support will be created to the customer email*

How to configure this?

Thank you.

[Daniel Ebers]

@Allen Reyes there would be a few steps to go through for diagnosis, maybe this article will help you to get started?

https://confluence.atlassian.com/jirakb/the-jira-service-management-mail-channel-creates-new-tickets-instead-of-adding-comments-to-existing-tickets-from-replies-to-notifications-1142248285.html