Creating duplicate issues for the same Email Thread

[Madhu Reddy]

I (Agent,Admin) have forwarded email to my Service desk Support email and it created new service desk ticket.

After some time I have replied all and added new email to same email thread.. Instead of adding a comment it created new Ticket.

I have attached email thread images and tickets for your reference.

Could you please help me on this regard ASAP as this is effecting my Business.

Thanks in Advance

[Zita Bagi]

Hi, I cannot actually see the attachments. What were the email subjects? If the subject is different, it creates a new ticket. It can also depend on RE: or FW:

[Madhu Reddy]

hi @Zita Bagi sorry, Now I have attached them 

[Zita Bagi]

This is strange because the two email subjects / summaries seem to be the same. I'm not sure why this happened. I'd advise you to send test emails, also like RE: and FW: and check which ones or how many of these generate new tickets or not.

I hope someone will answer who has more experience with this.

[Ajay _view26_]

Hi @Madhu Reddy 

Jira ServiceDesk will always create a new Request even if the subjects are the same.

The comments will work if you respond to the agent thread in the email received from Jira ServiceDesk.

Cheers

Ajay

[Madhu Reddy]

Hi @Ajay _view26_ FYI, Reporter for those Tickets was Agent and Also Jira admin.

Agent forwarded the email and created a ticket and after some time same agent replied on that email and it created another ticket. 

That is my Issue. Hope this clarifies my issue.

[Ajay _view26_]

@Madhu Reddy  Thats really strange. Never experienced it . Sorry for getting your question wrong.

Cheers

Ajay

[Jack Brickey]

It is unclear exactly what the steps that you followed here. However, if you reply to the original email that was sent that created the ticket then it will create a new ticket. If you reply to the notification that comes from Jira then it should add a comment to that ticket. Please clarify your steps.