We are using Service Desk cloud, and have the standard email handler set up.
We have the system set to create/comment on tickets based on emails.
However, if there is an existing ticket e.g. "Order for forms" then when someone replies and the email reply becomes "RE: Order for forms" there is a second Jira ticket created for the second item.
Is there a way to fix this setting, so that it ignore the email prefix, e.g. "RE:" or "FW:" and instead associates with the correct existing item?
This is how JIRA handles the email requests:
For your case, we believe the user replied to the original email from the reporter instead of the notification. So, it didn't contain the request key (eg: ABC-123) and JIRA creates it as new ticket.
Atlassian Support Team
I have a similar issue with this. It does not happen all the time. If an email is sent and there is a CC (request participants) distribution group, and a user from that distro group replies it creates a new ticket instead of adding a comment onto existing ticket.
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