Duplicate ticket create issue

Question

Hi All,

Please support anyone

let me explain in scenario - A End user sent mail on support mail id to raise the ticket and that End user keep his manager and team leader in CC just for update.

If user's manager replied to end user on same mail chain and kept support mail id in CC it is creating another ticket in support portal with same subject.

how we can achieve this issue please someone help on this.

Regards

Mahesh Yadav

Fabian Lim · Accepted Answer

Hi @Mahesh Yadav

If the manager is replying to the original request that does not contain the the key of the ticket generated by JSM, it will create a new ticket by default.  The only option is to delete tickets manually.

My only recommendations is to get away from emails.

Fabian

Jehan Bhathena · Accepted Answer

Hi @Mahesh Yadav

I will attest to what Fabian said, even if the Support mail is in CC, the JSM ticket ID needs to be present in the Subject, if they are replying to a mail that doesn't have a ticket ID in the subject Jira will process it as a new ticket.

Please refer to this article for more details https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/#Issue-and-comment-creation

What I would suggest is to train your team to reply back to the mails that were sent by JSM, so that their reply gets appended as a comment to an existing ticket.