Emails with attachments amending old tickets

Rory Campion

We've been seeing a strange issue the last few weeks in Service Desk.

 

When users are sending emails in with an Excel attachment it is sometimes amending one of their previous tickets (old and closed, we don't reopen on comments).

 

These are fresh emails with different subject lines, the only link I can see is they are using an Excel sheet which is a set template (this is saved with a different name though).

 

Any ideas?

Brant Schroeder

@Rory Campion This usually occurs when they are not creating a new email but using an old email that was sent to them by Jira.  Jira has information in the header of the email that it will use to process the email.  I bet if you ask the individual they are replying to an email and just changing the subject line and body.