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JIRA Incoming Email - Prevent creating duplicated issue if not the same reporter

Hi,

I am using Default Cloud Mail Server @ Jira Cloud.

Sending new Email to my support@jiraxxxx creates a new issue. Sending further emails (appended the created issue JIRA ID on the email subject) will add comments to the same issue, this is all fine and expected.

However - if I send with another email account - even with JIRA ID appended on the subject to support@jira, a NEW JIRA ticket is created. This is not desired.

Is there anyway to configure JIRA to enforce incoming emails to attach as comments as long as the email subject as JIRA ID located ? regardless of different sender's address ?

Thanks

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Hello,

Do you provide Jira Id or Jira key? It should be Jira key in the subject.

Thanks for your reply Alexey - yes I meant Jira Key, so if my ticket created is SUPP-1324, then I send a new email with appended SUPP-1324 on the subject ..

If the sender email is a new one, then new ticket is created.

If the sender email is the initial reporter of SUPP-1324, then it works fine - the email is added as a comment.

That is strange. It should work as you expect.

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