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Service Desk is creating a new ticket for a reply email

Philip Wroblewski Mar 14, 2018


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?





1 answer

0 votes
Chiou Ting Teh Atlassian Team Mar 26, 2018

Hi Philip,


This is how JIRA handles the email requests:

  • If the subject contains a request key, the message is added as a comment to that issue.
  • If no request key is found, a new ticket will be created.


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

Jeffrey Bistrong Jul 01, 2018

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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