Support said I should open a topic here.
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What is your original issue/pain point you want to solve?
– Follow-up detection for JIRA does not work as expected for our case. -
Which are one or two concrete situations where this problem hurts the most?
– Some of our customers uses JIRA as their own ticket system. We are involved in the communication, but do not write to them directly. We have already analyzed the email headers in detail and activated “References - Search for follow-up also in In-Reply-To or References header”. Support told us, that the follow-up detection doesn’t work, because Message-ID and Reference do not match. Message-ID has more numbers then the Refernce Header. This is by design and there is a JIRA module. It doesn’t trigger, because the subject has to be like “[JIRA] (ABC-123)”. -
Why is it not solvable with the Zammad standard?
– Because the existing module for JIRA only checks the subject and not more. We are unable to do any adjustments on it. -
What is your expectation/what do you want to achieve?
– Better follow-up detection on communications with JIRA systems. In my opinion, it might be better to search for possible JIRA occurrences in the IDs rather than in the subject line. For example, “JIRA.x.x” or “@Atlassian.JIRA”. The subject is something that changes very quickly in many customer systems (including in the cloud).
Your Zammad environment: Hosted