New ticket created every time someone new replies

leena.gokal

We're having an issue where a new ticket is raised every time we receive an email that someone else replies to.

Example: Jerry emails service desk with an issue, cc'ing Alice and John. This creates a ticket. Now Alice replies all, this creates a new issue in the service desk rather than as a comment in the already created ticket.

How can I fix this?

 

 

edwin vasquez_f9df79

Hello Leena,

Welcome to the community! This usually is a permissions issue where the customer doesnt have permission to share the request. Please see below and hopefully it resolves your issue. If not, let me know and we can try a couple more things.

Source: https://confluence.atlassian.com/jirakb/replies-to-jira-service-desk-tickets-result-in-duplicate-tickets-964967584.html 

Causes

Service Desk customers don't have permissions to share request with other people.

Resolution

In Jira Service Desk, only the issue reporter, the request participants and members of the organization which the ticket is shared with, are the customers who can comment on the ticket. That said, make sure that customers have permissions to add other people to the request.

• Go to Service Desk Project > Project settings > Customer permissions (or Service Desk Project > Project settings > Channels > Customer permissions if it's a Next-gen project)

• Set the permission Who can customers share requests with? to Any customer by typing or Any customer by searching.

 By changing the above, anyone who is CC'd in the original email will be added as a Request participant of the ticket, receiving the permission to have their responses processed as comments of the request.