Our JSM agents have noticed certain instances, where a reporter sending emails to the help desk, which in turn creates service requests; these requests are not creating new service requests tickets.
The example was a reporter who repeatedly creates a similar request each year, sent in a request via email and the subject line of the email the same as the previously created service request as year prior. When processed by the Jira Service Management project, it did not create a new service request but instead added the email's content to the older ticket from the previous year as comments, this happened twice.
Even though the reporter is the same, and the subject line was identical, the old service request was not included in the email at all, and JSM should have created a new service request.
Has anyone else experienced this behavior?
Thank you!
