customers mail that was supposed to open a new ticket was attached as a comment to an old ticket

Question

A customer sent an email to us via the usual service desk address, and his email was not a reply to a notification, but a completely new email. Nevertheless, the system attached it as a comment to an old ticket. What could be the reason for this?

Kind regards,

Salvatore

Salvatore Montalto · Answer

Hi, as stated in my request, customers E-Mail was no reply but a fresh new mail, thats y I'm confused.

Kind regards,
Salvatore

Tesha Vogt · Answer

In addition to what @Lars Barthel stated, you may want to read over the documentation on how email requests are processed:

https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/

Lars Barthel · Answer

Hi @Salvatore Montalto

without any more infos, it could be that the customer used the reply or forward button in the mail client, hence adding a comment  to the old issue because JSM checks for informations in the header (i.e. ID) of the (old) mail.

The user needs to create a fresh new email, so that the email will not contain any traces of an old email.

Be aware that clearing the subject and/or body of the original email isn't sufficient, because the reply will still contain some traces of the original email in the source/header.

That's why the customer should create a completely new email.

Best,

Lars