Support customer communication not merged to one tasks

[TrianGraphics]

We have multiple entries from the same customer to one issue. Please see screenshot below. Sometimes it works sometimes not. We are not sure why this is so.

Thank you.

 

[Andy Heinzer]

Hi Stephan,

Usually when we see this kind of problem, it happens because one of the reporters or request participants will forward an email notification to another user via email (without Jira Service Desk's knowledge of this).

Should that new recipient then reply back to the mailbox Jira Service Desk is using here, but this user is not the reporter or currently a member of the request participants for this first issue in Jira Service Desk, then this new user does not have permissions to comment to this specific service desk issue.

But what can happen next is that this user does have the ability to create their own issues in this service desk. So their reply can generate a new support case, where they become the reporter.   If this happens multiple times, then you will see that each issue in Jira Service Desk that has the same subject will have a different reporter.

In order to prevent this from happening, the reporter of the first issue needs to either share this issue with an organization, OR add all the users that should be able to comment back to this thread into the request participants field.   Only after this happens can those users reply to emails with this same subject and be able to have their comments added to this case thread rather than creating a new separate support case.

Please let me know if you have any questions or concerns about this.

Andy