Linked requests appear separate

[Deleted user]

Hi all,

Even though the name of a request is in the subject of the e-mail, it looks like a separate request.

Thanks,

You can find related picture below.

[Angélica Luz]

Hello there,

Welcome to Atlassian Community!

As per the screenshot, it seems that the ticket is getting duplicated, so instead of a comment being added to ATA-16, the reply to the notification created ATA-18.

This issue happens when the person that is replying to the notification doesn't have permission to comment on the ticket. 

Using the screenshot as an example, let's say that, Necdet created a ticket (ATA-16) and received notifications, then forwarded the notification to Gizem. Then, Gizem replied to the notification, sending it to Jira and instead of adding a comment in ATA-16, since Necdet didn't add Gizem as a participant, a new ticket was created (ATA-18).

With that said, when someone replies to a ticket, it actually doesn't matter if the subject and the issue key is correct. If the person doesn't have permission to comment, the reply will turn into a new ticket.

In this case, when a customer needs to share a ticket with another person, they must add the person as CC (when creating a ticket via email) or, after the ticket is created, they need to share the ticket, so the person will be a participant and will have access to the ticket.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Deleted user]

Thank you for information.

If Necdet doesn't add Gizem as CC, how can I give permission to Gizem to reply via her her e-mail?

I should share with the following button?

[Angélica Luz]

To share a ticket with someone for them to receive notifications, it's necessary to add them as participants.

As an agent, you can add them to the Request Participant field:

If the customer wants to share, they must use Share in the customer portal: