Email Notifications- configuration settings - Request for change

Question

Team. @all @All here !!

We are facing an issue, as every reply to the support email address is creating a new ticket and which is valid , Later whenever some one replies to it - A new ticket is being created which doesnot make any sense.(Rather it should have updated the same ticket)

Also, We found that any email written all@domain.com is also being logged as a ticket. We need your assistance in clearing this mishap in here.

Angélica Luz · Answer

Hi Ravi,

For internal users, is this a separated Service Desk project or is it the same project where they use the custom email address to create tickets?
Do the reporter adds other users as participants before they reply to the ticket?

Regards,
Angélica

ravi.ganamukhi · Answer

Angelica,

Basically we have a service desk project named X

* When an issue or bug is raised by external users a ticket is created which is fair
* also, we have our internal organization ID - all@company.com, any reply to it is also lodging a ticket- Though they are all internal users and added to project.

Angélica Luz · Answer

Hi Ravi,

Welcome to Atlassian Community!
When someone replies to a notification and instead of adding a comment on the ticket, another one is created is because the person that replied does not have permission on the ticket. When someone does not have permission, a new ticket is created. For them to have permission they need to be a participant or part of an organization and they need to be added before replying to a notification.

For example, Person A creates the ticket and does not add anyone as a participant. When the Person A receives a notification, they forward the notification to Person B and C. If both of them reply to this notification, as they were not added to the ticket before replying to the notification, a new ticket will be created for this reply.

Please, check the original ticket and then check the other ones that were created to see if the person had or not permission on the original one.

Regards,
Angélica