New call gets logged each time a User Responds to an Email

[Craig Barendse]

Dear Reader

Could you please assist as a new Key gets logged every time when someone responds to an Email, Even though the Key Reference number is already in the Subject Line...What do I have to Change in order to Fix Multiple calls from being logged?

[Jack Brickey]

@Craig Barendse , are the replies coming directly from the email sent from Jira indicating the issue was created or thru some other path, e.g. forwarded and then replied. Have you verified the email Handler has selected “create a new issue or comment on an existing one”

[Craig Barendse]

Hi Jack the User is Responding to the Email from the Jira Service desk I have confirmed that we have configured the email Handler its configured to us the "Create a New issue or add a comment to an Existing issue" Is there anything else that could be the problem..

[Jack Brickey]

Ok, so hang on a second here. This question is posted again Jira but I see you are not talking about Jira Service Desk? 

Can you please provide a screenshot of where your email channel is configured?

[Jack Brickey]

@Craig Barendse , i have moved the post to JSD. Now I suspect your issue is that you may be using the JSW email handler under Jira settings > System > Incoming email. If so, this is not where you setup your email channel for a JSD project. Rather, you go to project > project settings > email requests.

[Craig Barendse]

Hi Jack Our Email address is fds@fdsupport.atlassian.net. We are only getting this Error with one Specific Customer that gets the Rejected email Notification...