Attempt two: How do I stop JSD from adding comments to a closed ticket?

Question

Hi All,

We have a really weird bug where a new comment is created to an existing closed ticket.

I believe JIRA is matching the ticket based on the subject in the email.

Is there a way we can disable this feature/ability and make it so it does not add a new comment to a closed ticket and instead, create a new ticket?

Is this possible?

Scenario to help further illustrate the behaviour:

* User 1 - creates a new ticket into Service Desk by emailing servicedesk@example.com with subject: "Please delete running job."
* Service Desk polls inbox and creates ticket into Jira.
* Ticket SD-4390 get created
* SD Agent 1 - Assigns ticket SD-4390 to them and completes task. Updates the ticket resolution as Done and Resolved
* ... a few days later ..
* User 1 - creates another ticket into Service Desk by emailing servicedesk@example.com with subject: "Please delete running job.

Instead of creating a new ticket, for example, SD-4391, it adds it as a comment to the previous ticket, SD-4390 since the subject has matched.

We have tested this scenario and can confirm that this is how servicedesk is working. It does not open the ticket either. It just adds a new comment to a Done/Resolved ticket.

Cheers.

Al_5mt9p7 · Answer

Hi All,

I am just wondering if you guys are able to help regarding this?

Cheers,

Al.

Al_5mt9p7 · Answer

Hi Justin,

it was a new message to JSD - as in a new email with the same title.

Thanks,

Alkaif.

Justin Alex Paramanandan · Answer

Hi @Al

Was your 2nd email a new one, or a reply/forward of the original JSD notification?

Notifications from email will embed an In-Reply-To parameter that references to the original issue. For example:

In-Reply-To: <JIRA.72102.1550792432000@Atlassian.JIRA>