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?
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.
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