Replies from users that aren't participants in a ticket, but are included in the email chain, spawn an entirely new ticket instead of adding a comment to the existing one.
Joe opens a ticket, the service desk adds a comment asking for more information
Joe replies to the service desk and CC's Anne, asking Anne for more information - this step works correctly, Joe's reply goes into the comments section of the ticket
Anne replies-all with more info - at this step, Anne's reply will spawn an entirely new ticket with the original ticket key as part of the summary.
The original ticket key is in the email subject but it still creates a new one - is there a way to always add to an existing case? I've tried creating an incoming mail handler to add comments in Jira System Administration, but it doesn't seem to affect anything. The reply address from the service desk is different from the one in the incoming mail in System Administration, so I'm not even sure those handlers come into play. If I send an email directly to the email address in Jira System Administration, nothing happens at all, maybe that's related?
in JIRA Service Desk 3.5.x release notes; there is an subject about that. "Non-Customer comments " and "Creating customer from email adress list" below link
i do not know what the JSD versiyon of yours, but two options added in email requests tab with 3.5.x as below
You can pick , "only allow customer..." and "yes both agent and customer...." ones. Meybe this options will be prevent creating new ticket with same subject
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