JIRA creates a ticket when the user responds to a mention in the comment of a valid ticket

Question

Let see me if I can verbalize this clearly

We have created Ticket 1 for user 1 and on the comment section a mention is made to a user2 who is not the reporter of Ticket 1

The user2 gets a mail from JIRA with the key of the Ticket1 and when the user2 reponds, JIRA creates Ticket2 instead of updating in Ticket1

Subject line goes like : RE: [JIRA] Asignee mentioned you on CIS-ticketno1 (JIRA)

Is this the normal behavior of JIRA? and how do we make it comment on Ticket1 instead of creating Ticket2

We use  the default mail handler that comes with

* Atlassian JIRA Project Management Software (v7.10.0#710001-sha1:0399717)
* JIRA service desk software

Srivatsan Aravamudan · Answer

Thanks that what i thought.. but it didnt in this case. It been configured and works well in other situations in commenting on the same ticket with email reply

Jack Brickey · Answer

if the subject of subsequent emails has the Jira ticket number then it should be added as a comment. This article might help - receiving-requests-by-email