Mail Handler always adding comment in a closed ticket

Abid Raza

I have configured the email handler in such a way that creates a new ticket whenever we receive a block credentials email on a specific email address. However, It always adds a comment to a closed ticket rather than creating a new ticket in that project. The sender is sending the email with a different Subject but still, it adds a new comment in the closed ticket. 

This setting always worked fine for me but it started happening a few months although I did not make any changes to JIRA Version. 

Mail Handler Setting: 

Handler: Create a new issue or add a comment to an existing Issue. 

Trudy P Claspill

Are the users creating their emails from scratch, or are they taking a previous email and using the forward button to create a new mail and then editing it?

When I worked with Jira Server v7.x, I found that if users tried to create a new email by using an old email and the forward button, then Jira would see the header of that new email as the same as an email it had already processed, and add the info as a comment rather than creating a new issue.