When a ticket reporter CCs in someone else into their ticket email thread, instead of adding this newly CCed person's replies as comments, it creates a duplicate ticket with the naming convention "RE: Original-Ticket-Name".
I have attempted the project settings changes listed here:
https://confluence.atlassian.com/jirakb/replies-to-jira-service-desk-tickets-result-in-duplicate-tickets-964967584.html
However after trying both settings listed, neither works.
Please advise on how to fix this, we want this CCed person's replies to be comments on the original ticket.
Hi @Ben Greene
Try these instructions: https://support.atlassian.com/jira-service-management-cloud/docs/allow-external-emails-to-be-added-as-comments-on-issues/
Thanks a bunch @Robert Wen_Cprime_ that worked perfectly!
@Robert Wen_Cprime_ Hi! Maybe you can help me with my problem.I came across this problem. We have a group in the mail, let’s call it group “A”; it includes several people. When we receive a request to the servicedesk, a person who is not listed in CC, but is in group “A” tries to leave a comment, the ticket is duplicated
@Andrey Ivanov , are you talking about a group email alias? Because JSM doesn't expand the alias.
It looks like you're new here. Sign in or register to get started.
