How to avoid Jira to create a task when answering to a notification e-mail

[Virginie STÉPHAN]

Hi,

e-mail notifications are sent to the ticket reporter when a comment is added, or for other ticket events.

When the reporter answers to the e-mail, Jira creates automatically a new task, as a new ticket, not related to the initial one, which is not easy to manage.

I would like to avoid any customer to answer to the notification e-mail, or at least if he can send it, he should receive a "not delivered" message.

Thank you for your help !

[Karan Sachdev]

Hey @Virginie STÉPHAN

Good day!

Is this related to a Software project or a service management project?

For Software projects, whether the mail handler adds a comment to the existing ticket or creates a new ticket depends on the mail handler type.

From your description, it looks like you've selected the below option in the mail handler configuration. You should select the first one to add comments to existing tickets, and create new tickets from fresh emails only.

Thanks!

[Virginie STÉPHAN]

Dear Karan,

thank you for your answer !

I set another option "Add a comment from the non quoted email body", to see if it is better.

BR, Virginie

[Fazila Ashraf]

Hi @Virginie STÉPHAN 

By design , the customer response is added to the existing ticket as a comment and not a new task. As that is not working in your project, could you clarify whether this always happens or on certain times?