Email and comments - email in the wrong issue

Question

Hi,

We create issues via incoming emails, and also comments.

I have an email with object: "urgent reception de XX kits pour operation YYY" without any jira key in the object (project or bug id).
Instead of creating a new issue, it went into an existing issue named "reception de XX kits pour operation".

I thought that an email becomes a comment only  if it has the project id and issue id in the object? 
What could i do to prevent it to happen again, because it happens 2-3 times per day.

Thanks :)

Vincent

Renjith Pillai · Answer

Could be. Not tried it myself :)

vincent beudez · Answer

Ok thanks. The strange thing is that the person added "urgent" in the object of the email, so that the name was different and i thought it should have created a new ticket.

Another thing is that if the user answers to the email, ok it goes as a comment in the ticket, but if the email is forwarded, it creates automatically a new ticket, even if the object is the same and if it's belong to the same conversation. Maybe it doesn't like the french forward letters "Tr"?

thanks

Renjith Pillai · Answer

Not exactly, if Jira has earlier created an issue due to a new mail, the conversations that continues on the same thread, even without the Jira ID in the subject, lands up on the same issue that was created. Was this issue "reception de XX kits pour operation" created via email due to an earlier mail in the same conversation. This is what at least I have observed.