The correct behavior should be with each new email sent from a customer to the Jira Service Desk distribution email a new ticket should be autogenerated and placed in the Jira Service Management queue.
Here is what is currently happening:
At least once a week, we are getting some Jira Service Desk automation not generating correctly, When a customer's email is sent to our Jira Service Desk distribution list email address the ticket doesn't always create a new automated ticket but attaches the issue to a completely different issue ticket that already exists and places the new issue in the comments of the different issue ticket that was submitted by a different customer but from the same company. So we are getting multiple issues from multiple people's submissions randomly attaching to already existing non-related tickets (the only relation is that they are from the same company).
Has this been happening to anyone else? How do we fix this?
Please advise.
Thank you.
