The case duplicates when the customer responses the ticket Edited

Hi Folks,

I have an issue with some tickets, when a customer response the ticket created, the system creates automatically a new case (a new ticket).

Could you guys explain me in which cases it happens? and how should I avoid that issue (maybe any configuration)?

1 answer

0 vote
Alexey Matveev Community Champion Nov 14, 2017

Hello, 

You have Jira Service Desk that is why there are two places where you can configure incoming mail.

1. You can configure it in a service desk project. Look here for more information:

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

2. You can configure a mail handler in Jira Core. You can read more here about it:

https://confluence.atlassian.com/adminjiraserver071/creating-issues-and-comments-from-email-802592933.html

First of all you need to define from which of the two mail handlers your issue was created. If you look at the channel field of the issue then there will be either email or Jira.

If it is email, it means that it was created from the service desk mail handler. It could happen only if in the subject of the letter there is no issue key. Check it out.

If the channel field of the issue is Jira, then it was created by the mail handler from Jira Core. There are several available handlers. One of them always creates a new issue disregarding the presence of the issue key in the subject of the email. Check it out. 

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

786 views 5 7
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you