How can i foward an email to a existing service desk issue

[Sebastian Koch]

This question is in reference to Atlassian Documentation: Receiving requests by email

Is there a way to forward an email and attach it to an existing issue, , e.g. if the customer changed the subject or sent new information independent from the existing issue?

[Meck · Accepted solution]

Hello Sebastian, 

I made some test a few minutes ago and I found an way:

You have two actions/sittuations:

• S1: User sent the first email to support's mail
• S2: Another user sent a second email with new information and you want to forward to issue/request

You can forward S2 to request opened in S1. But you'll change the subject to (ISSUE_ID) - for example: (JSD-1042) - and you'll put jira@yourdomain.atlassian.net

You also can put the (ISSUE_ID) Text1 Text2.

I made four test and work it. You can see at the pictures:

 All content in your thread goes to issue/request as a only comment.  So you should avoid do it.

Test One

Email

image2016-6-2 20:6:0.png

Customer Portal

image2016-6-2 20:7:12.png

JIRA

image2016-6-2 20:8:44.png

Test Four

Email

image2016-6-2 20:9:17.png

Customer Portal

image2016-6-2 20:9:57.png

JIRA

image2016-6-2 20:10:18.png

[Meck]

Sebastian, 

Is this helped you? Lemme know if you still have any doubt. 

Regards.

[John Callanan]

It didn't work for me. It just created a new issue with the (ISSUE_ID) as the issue name.

[Sebastian Koch]

Dear Lameck,

yes this was helpful. I tried it and forwarding with the proper subject does attach comments - thanks for your help.

Regards

[Meck]

It's good! \o/