Different Subject EMails logging to same ticket instead of creating new ticket

[Surender Ganji]

Different Subject EMails logging to same ticket instead of creating new ticket

Example ticket - https://pamperedchef.atlassian.net/browse/TPC-126739

[Nic Brough -Adaptavist-]

Do the subjects of the email contain the issue key?

[Trudy P Claspill]

Hello @Surender Ganji 

We are users of our own Jira systems. We don't have permissions to look at your Jira system.

How are the emails being created? Is a pre-existing email being used as a template with the Forward option and then the subject being changed? Or is the email being created completely new?

[Surender Ganji]

i am using the old email but updating the subject with little change  and making sure no reply or forward is there

[Trudy P Claspill]

If you have used Reply or Forward on a pre-existing email and then changed the Subject, content, and/or recipients then there may be header information embedded in the email which Jira is viewing and using to determine an existing issue should be updated.

You need to start with a brand new email to ensure that there is no header information that might be getting copied over.

[Andrew Laden]

In particular, Jira looks at the "in-reply-to" and "References" headers to see if they can match the mail up to an existing ticket. So starting from a fresh email is your best option.

Note, there are cases where some clients will not add those headers. A common one is if you make multiple replies or forwards from the same email. The first one out will get the headers. The others may not depending on your client. This can lead to some confusing behavior if you were counting on the mail threading to work.

[Surender Ganji]

thank you will try that