Problems with tickets created by mail

Question

Good day,

I have the following problem: when they are sent to generate tickets through the mail and the header and mail is the same, these are entered as comments and not as a new ticket, do I have to do some configuration so that it does not happen?

Greetings.

Administrador de Jira GA · Answer

First a ticket was originated by mail, with a header, attached image.

Immediately, the process of a new ticket is carried out by mail, the same header is used but different requirement and it is added as a comment and not as a new ticket.

Because it does that, I should raise a new ticket or maybe I have a wrong configuration

Jack Brickey · Answer

If the Subject of the email includes the issue key the Body of the email will be added as a comment to the existing issue. Are you experiencing something different?