Service Desk is creating a new ticket for a reply email

Question

We are using Service Desk cloud, and have the standard email handler set up.

We have the system set to create/comment on tickets based on emails.

However, if there is an existing ticket e.g. "Order for forms" then when someone replies and the email reply becomes "RE: Order for forms" there is a second Jira ticket created for the second item.

Is there a way to fix this setting, so that it ignore the email prefix, e.g. "RE:" or "FW:" and instead associates with the correct existing item?

Thanks,

Philip

Jeffrey Bistrong · Answer

i went into the distribution list settings (ours is google) and blocked the "from:" email address from being able to send to the distribution list

Gabriel Lepage · Answer

did you find a solution for this?

Jeffrey Bistrong · Answer

I have a similar issue with this. It does not happen all the time. If an email is sent and there is a CC (request participants) distribution group, and a user from that distro group replies it creates a new ticket instead of adding a comment onto existing ticket.