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Can a customer raise email requests for 2 issues at the same time?

Nitesh Bhambhani
Nitesh Bhambhani Aug 21, 2017

I was wondering if a customer can raise email request for 2 different issues at the same time. I tried this scenario with 2 test issues and though the first test issue was successfully created in service desk but the second test issue that I created was added as a comment to the first test issue in service desk. Is this happening due to the fact that these issues are coming from same email address and service desk is not able to identify if the second issue raised is a new issue or response from the customer on the first issue? Please advise. 

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Fabio Racobaldo _Herzum_
Fabio Racobaldo _Herzum_
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Apr 26, 2023

Hi @Nitesh Bhambhani ,

please put in place "Create a new issue from each email message" mail handler to reach that goal. Please take a look to the following article https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/#Configure-a-mail-handler

Fabio

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