Duplicated tasks when reporter comments task

[Tamarra Tskhvariashvili]

Hey,

When a task is commented on by a reporter (reporter is a customer, not user) via email, a new task is created instead of being added as a comment to the current thread. It doesn't happen when reporter commenting from jira service management. 

Screenshot is attached. 

Thanks in advance

[Ashish Bijlwan · Accepted solution]

Hi @Tamarra Tskhvariashvili 

I believe you are using Mail Handler for task creation from email. Please make sure that under Mail Handler Type, "Create a new issue or add a comment to an existing issue" is selected as shown in below screenshot. If not then please change to this and save the configuration and test for new comments.

Thank you,
Ashish

[Tamarra Tskhvariashvili]

Thanks Ashish,

Could you also share where can I find this field?

[Ashish Bijlwan]

@Tamarra Tskhvariashvili You can find this under
Settings --> Incoming Mail Server --> Mail Handler

[Tamarra Tskhvariashvili]

@Ashish Bijlwan 

Hey Ashish again,

I've checked these settings and there is no selected this mail handler type. Also, 

"When a task is commented on by a reporter (reporter is a customer, not user) via email, a new task is created instead of being added as a comment to the current thread" - This happens for only one user. 

Any ideas?

[Tamarra Tskhvariashvili]