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Duplicated tasks when reporter comments task

Tamarra Tskhvariashvili_rmm1w8

Hey,

When a task is commented on by a reporter (reporter is a customer, not user) via email, a new task is created instead of being added as a comment to the current thread. It doesn't happen when reporter commenting from jira service management.

Screenshot is attached.

Thanks in advance

Accepted answers

Ashish Bijlwan_zogaqs

Hi @Tamarra Tskhvariashvili

I believe you are using Mail Handler for task creation from email. Please make sure that under Mail Handler Type, "Create a new issue or add a comment to an existing issue" is selected as shown in below screenshot. If not then please change to this and save the configuration and test for new comments.

Thank you,
Ashish

All comments

Tamarra Tskhvariashvili_rmm1w8

Screenshot 2023-03-17 at 16.45.49.png

Ashish Bijlwan_zogaqs

Hi @Tamarra Tskhvariashvili

Thank you,
Ashish

Tamarra Tskhvariashvili_rmm1w8

Thanks Ashish,

Could you also share where can I find this field?

Ashish Bijlwan_zogaqs

@Tamarra Tskhvariashvili You can find this under
Settings --> Incoming Mail Server --> Mail Handler

Tamarra Tskhvariashvili_rmm1w8

@Ashish Bijlwan

Hey Ashish again,

I've checked these settings and there is no selected this mail handler type. Also,

"When a task is commented on by a reporter (reporter is a customer, not user) via email, a new task is created instead of being added as a comment to the current thread" - This happens for only one user.

Any ideas?

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