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Client makes comment and it creates a new ticket

I've had a few clients create tickets.  When they post a comment to the ticket, Jira spawns a whole new ticket.  Jira does link the tickets together, but I don't want a new ticket.

I've asked the clients what they are doing.  One gave me screen shots where she went into service desk and selected the correct ticket and made a comment.  Again, it spawned a whole new ticket.

How can I stop this?

Thanks!

2 answers

0 votes

Katherine,

I'd raise this as an issue with Atlassian support as this does not sound like expected behavior. The only other thing I could thing of is that you possibly have some sort of automation set up which is creating a new ticket where a customer comments.

 

Thanks,

Kian

Jack Community Leader Dec 14, 2020

I definitely would check automations closely and rule out ahead of contacting support. Be sure to check project and Global rules. 

There are no automation rules, global or project.

How do I open a ticket with Atlassian?

Thank you both!

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