New email with no issue key is adding comments to resolved tickets instead of creating a new issue

[Robert Hook]

This has happened to us multiple times, and I cannot figure out where to check or alter settings. The most recent example is similar to this:

• Sept 10th - new email received from HR manager with subject line "John Doe EEID 5929". A new tickets was created and resolved within a day or two.
• Oct 4th - new email received from HR manager with subject line "Mary Smith EEID 5216". Jira added this email as a comment to the first resolved ticket instead of creating a new one. 

To be clear, these are new emails - not forwards or replies to previous email chains.

We have also had this happen multiple times with HR emails with subject lines "New Hire Notification - Firstname Lastname, DD/MM/YY" when the names and dates were different.

I cannot figure out if there is a setting with the email handler to prevent this. I thought the default behavior was for Jira to only add emails as comments when they contained a valid issue key. 

[Bhanu]

Hi @Robert Hook 

Please check if any of the incoming mail handlers are interfering with the service management email request setup.

You can check the mail handlers from the link - https://<xxxx>.atlassian.net/secure/admin/IncomingMailServers.jspa

[Robert Hook]

@Bhanu This is what I am seeing. I did not set up or help configure our Jira instance (I just inherited it), so I am not entirely sure what I am looking for.

[Ryan Barrett]

Seemingly still happening. We saw something similar the other day. 

Issue key not in subject or email. 

The common theme I'm seeing is emails with subjects "Do Something XYZ" and "Do Something ABC" Could become a comment on the previously created ticket.

I'm totally guessing... it might be looking at the first couple words to attach to a previous ticket with similar words at the beginning.

However, We have Dozens of duplicate subjects and I'm not sure we've seen this before...

another instance of this issue: https://community.atlassian.com/forums/Jira-Service-Management/Jira-Ticket-from-email-does-not-create-a-new-ticket-it-only/qaq-p/2329296#U3167914