Jira Mail Handler and Outlook Integration: Avoiding duplicate comments/request creation
Problem
The Jira mail handler in Jira Service Management can automatically create new Jira requests from emails in a designated shared mailbox. It also scans subjects to match and add comments to existing requests.
When using our Outlook Email integration to send emails from a Jira request, you can send from a shared mailbox. Using the same shared mailbox as the mail handler can cause duplicate comments on replies or create new Jira requests if the subject differs from the original.
Solutions
We can offer a few recommendations, but they depend on your exact use case and environment.
Use a separate shared mailbox for email communication through our app and set it as the default sender in the preset configuration: Preset: Email
Use an Outlook email automation rule to move new replies based on domain or subject to a folder or subfolder instead of the Inbox
Use a separate shared mailbox
For this option, add the shared mailbox designated as the default sender for your Preset when using our Outlook feature:
Use the same shared mailbox and Outlook automation rules
We recommend the first approach to align email addresses with specific needs. However, in some cases, you may not want or be able to set up another email address as a shared mailbox. Here's a short guide to set this up:
Decide the trigger: Should new replies to this shared mailbox move to the subfolder only if they come from a specific domain, have a certain subject, etc.?
If you trigger on certain words or subjects, remember to update your Templates for Outlook emails sent via our app
Go into your Outlook and follow these steps:
References
Receive requests from an email address | Jira Service Management Cloud | Atlassian Support
Manage email messages by using rules in Outlook - Microsoft Support