Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

Recognition

  • Give kudos
  • My kudos

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Issue creation when replying to the email

Hello Support,

In Quiddity system when a customer feedback is received, the email is forwarded to Quiddity JIRA Support, JIRA Supports, then creates a feedback. This flow is fine.

But when the user is replying to the email received from JIRA (on status change/or through comment), JIRA Support then creates a new request.

I replied to the existing JIRA request like:

Reply.jpg

But a new JIRA Support Ticket got created like:

New Request.jpg

 

This reply should be added to QS-196 as it was a reply to that.

Is there any setting missing?

Thanks,

Regards,

Meera.

1 answer

1 accepted

Hi @Quiddity Xperience Team ,

 

This may be happening because of two reasons:

  • Non-customer comments - When a user who is not a customer or participant of the request replies to the email it will create a new request. That is the known behaviour and this is fixed in the latest release. For more information here is the Atlassian link.
  • If the user responds to the original email which doesn't contain any ticket key in it, then it will create a new ticket.

 

Thanks,

Sravya

Hi Sravya,

 

I was looking for the answer for non-customer replies creating new JIRA IDs. Seems at my end except me whom so ever replies to same ticket key generates a New ticket.

As per above its a known behavior and resolved but not working at my end. I am using JIRA in web browser.

Please provide your suggestions if any.

Kind Regards

Chandi pratap Singh

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

218 views 3 4
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you