duplicate tickets

Question

May I know how could the below have happened? Why did the system log Jason's reply as new ticket?

1) Jason emailed to Vivian's working email.

2) Vivian replied with CC to the jira helpdesk back to Jason - CAR-1254 ticket created (reporter is Vivian).

3) Jason replied to the issue - CAR-1255 ticket created (reporter is Jason).

Below is a screenshot.

Ray T · Answer

Ok jack, I will head down and take a look to confirm the issue again. Will get back to you!

Jack Brickey · Answer

From what I am reading 1 and 2 in you original post are fine but 3 is what resulted in dup. The reason is that Jason replied to Vivian’s email and did a reply all. If Jason’s intent was to add a comment to CAR-1254 he should reply to the JSD notification of CAR-1254 being created.

Ray T · Answer

My scenario is a bit different from yours.

So for my case..

1) I should advise the end users to send all their requests to the JSD's email instead of my colleague's email?

2) tell my colleagues not to create new tickets using CC right?

Meaning to say the issue must be reported to JSD's email instead else duplication of issue will occur when the end user replied because of different header data?