Why when a user replies to an email ticket message it creates duplicate account for them?

Question

Hi there,

Essentially we have an issue when a user in a customer group responds to a ticket response in JSM via email, it auto creates a new email from the respondent and when user logins to portal and views ticket conversation it does not show his/her dialogue there because the email conversation pulled a users different email when user replied to ticket in email.

Thoughts?

unknown · Answer

So what is the solution here? Our goal is to not have customers when they respond to a ticket in an email have a new profile and ticket created.

This relates to Jira Software user creation too when they login using the email not used on initial login it creates a new account.

Nic Brough -Adaptavist- · Answer

There's a long technical essay on how Jira works with emails and how user accounts work and get associated with emails, but you don't really need to hear most of it.

The TLDR version is that Jira knows nothing about email aliases and you should assume it treats every different email address as a unique identifier for an account (it's not really, not any more, but almost all of Jira's behaviour makes it look like it is)

Whne you say "Jira user profiles have their alias attached to them" - that's in your user directory system, Jira isn't looking at them, only the primary email address.

unknown · Answer

Are we to be only using long-form non-alias emails for customer emails in JSM?

Also, how would this affect Jira Software for this same scenario on issue replying and even when a user logins to Jira with a long-form email it creates a new Jira account for them. As for context here, jira user profiles have their alias attached to them.