Why new e-mails from the same person don't create separate cases, but arrive in one conversation?

[Paulina Zakrzewska]

Why new e-mails from the same person don't create separate cases, but arrive in one conversation? The person, who write new e-mails - change the titel, write them as new e-mails, not as answer on existing one, but everything arrives in one communication. Then we have to manually create separate cases. Please clarify why the separate cases aren't created automatically. 

[Twinkle Dhawan]

@Paulina Zakrzewska From what you’ve described, it sounds like the system is grouping emails from the same sender into one conversation based on its threading logic, even if the subject line changes. This is why separate cases aren’t being created automatically. I believe it's a standard limitation of salesforce Email to Case; maybe you can check out Email to Case Advance. Altho, I'm not sure if it'll resolve your issue but might help.

[Charlie Misonne]

Hi @Paulina Zakrzewska 

Normally Jira will only add emails to the same ticket when the issue key is present in the subject of the email.

Could you elaborate on your Jira setup please?

• Jira Cloud or Data Center
• JSM project or not
• How is your mail handler configured
• Are you using any plugins for the mailhandler (like JEMH)

How does it relate to Salesforce? Or is this about Salesforce?

[Paulina Zakrzewska]

It's relate to Salesforce, as example case no. 5237903 - and it's about messages from Eva. 

[Charlie Misonne]

Hi Paulina

I don't know who Eva is but this Community is about Atlassian.

If you have questions about Salesforce you should be seeking help via their channels. Sorry!