Duplication

[Ali Raza]

Hy Team, 

i am facing issue in jira, when ever there is an update on issue via email a new issue is registered instead of merging with the old one?

PFA pictures for reference as these were the updates to main case but new case(issue)is opened with ticket no

[Jack Brickey]

In the email reply is the issue key, e.g. "HMS-694", in the subject line? Is the reply done on an email "from" the Jira email or maybe from the original reporter? Does this always happen or are there instances where a comment is added when an email reply occurs? Also is this Jira or JSM?

[Ali Raza]

hey, Jack thanks for the reply,

I had already set the rule to add a new issue or create a comment on an existing issue. 

as per that rule, it should add comments on the previous cases rather than create a new issue.

as far as FW and Re is concerned these should be added in the issue shouldn't it?

[Jack Brickey]

Hi @Ali Raza ,

I am confused by "I had already set the rule...". Do you have some automation rule involved here? If so please explain. If not what do you mean by rule? Based on your original post I thought that you were simply having problems where email responses to existing issues would occasionally result in new tickets rather than comments.