Prevent creating a new ticket each time a cc'd person reply to an email Edited

Hi,

I configured Jira Desk Mail Handler in order to create a ticket when a mail is received. Is there a way to prevent each person cc'd in the original email to create a NEW ticket each time they reply ? Instead I'd like each reply to be added as a comment in the original ticket.

 

Thanks in advance for your feedback,

Boris

 

Edit : I'm on the cloud version

2 answers

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Jack Brickey Community Champion Dec 22, 2017

If the subject includes the issue key then it should be a comment. 

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Is this Cloud or Server? 

If this is server: What version of Service Desk are you using? 

Some of the older versions handled this differently.  However many of the newer versions provide an option within the project administration in regards to how JSD should handle this.  

I'm also having this issue and can't seem to find where this option might be specified, other than the general incoming mail handler rule.

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