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The correct behavior should be with each new email sent from a customer to the Jira Service Desk distribution email a new ticket should be autogenerated and placed in the Jira Service Management queue.
Here is what is currently happening:
At least once a week, we are getting some Jira Service Desk automation not generating correctly, When a customer's email is sent to our Jira Service Desk distribution list email address the ticket doesn't always create a new automated ticket but attaches the issue to a completely different issue ticket that already exists and places the new issue in the comments of the different issue ticket that was submitted by a different customer but from the same company. So we are getting multiple issues from multiple people's submissions randomly attaching to already existing non-related tickets (the only relation is that they are from the same company).
Has this been happening to anyone else? How do we fix this?
Please advise.
Thank you.
Olá, não vi este problema ainda, porem, verifique se o e-mail enviado é um email novo, ou resposta de algum email, e verifique as logs de recebimento dos emails anexa aqui para vermos se achamos algo.
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