Jira cloud is creating new tickets when receiving new mails instead of adding mails as comments

Pierre CARRAZ

Hello,

We have migrated 2 days ago to Cloud instance (previously we were running a server instance).

After this migration, we have noticed that from time to time, Jira cloud is creating new tickets when receiving mails instead of adding mails as comments to an existing ticket.

As our server instace is still running and receiving the same mails, we have noticed that the server instance is adding the mails as comments and so having the expected behavior.

What can be the cause of this behavior on the Cloud instance ?

What should we check/change ?

 

Thanks in advance for your support.

 

Regards

Rebekka Heilmann (viadee)

Hi @Pierre CARRAZ and welcome to the community!

Have you checked if the following setting is correct:

You find it under Settings (Jira Admin Settings) > Products > Jira Service Management. Default is no, it should be set to "Yes" if you want responses added as comments.