Scenario:
#7 should not be allowed. Otherwise, it creates a lot of new tickets and confusion to customers.
How do we avoid this scenario?
To my knowledge this should not happen, since Jira looks at mail headers and the email subject. So if Jill did not change the subject (or stripped the mail headers) it should create a comment. And if Jill did not change it, you can consider it a bug and should report it here.
I should add that we have Email Request Type also in the project. So that could be the reason why it creates a new ticket and for the portal request, we are not allowing 'anyone' to add comment. I am guessing the result of these two are causing this.
Taking a step back, we may have to remove Email Request Type or allow 'anyone' on the Portal Request Type to comment. By doing the later, i am concerned that bunch of unregistered participants will get automatically added as customers.
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