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An initial ticket gets created in Jira. From that point forward, whenever a comment is added, a new ticket gets created so we end up with 4,5,6,.... tickets for the same issue.
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@Richard Hubbard When customers are responding to their issues all of their responses create a new issue, is that the issue? or is it only occurring when someone cc'd on the issue replies?
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No we don't want this to occur and Yes I believe that is the issue. Why don't those comments just get "appended" to the ticket? By creating a new ticket every time the user responds, we end up with multiple tickets for the same issue. This causes a support issue as these duplicate tickets have to be "Resolved", as well as trying to make sure we are looking at the latest notes.
Is there a better process that we and our clients should be following?
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