If reporter sends letter and writes its theme like SD-XXX(number of issue) then this letter appears in Jira Service Management as comment. Is it possible to do the same not only for reporter, but for unknown email without creating new issue?
Thank you for reaching out to Atlassian Community!
When it comes to Jira Service Management tickets if the person who is replying to a notification doesn’t have permission to comment on the ticket, a new one will be created.
With this said, if the person is not the reporter, request participant, or member of an organization the ticket was shared with, the comment won't be added to the existing ticket.
Before the person from the unknown email replies to the notification, it will be necessary to add them as a participant or on the organization (in case the reporter shared with the org), so they will have permission to view the ticket in the portal and also, to add comments.
If you have any other questions regarding this matter, please let us know.
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