Replying to a Jira notified email creates a new ticket/issue in the system. This is very confusing and hard to consolidate comments from several tickets raised through email response.
We want anyone replying to a Jira notified email to have their comments append to the same ticket/issue and not a new one.
Today I created a new ticket (I'm the Reporter), then I have tried to add comment to this ticket through email response and the reply created a new ticket instead of adding as comment. Please advise how to stop this!
Hi @Desislava Todorova , to be clear here the Community isn’t the same as Atlassian Support but we generally can assist with issues.
regarding your scenario, for sure if the reply is to a Jira notification email it should add a comment to the existing issue. Can you confirm that the issue key is in the subject of the email that is being replied to?
here is an article on how Jira works in this regard - how-jira-updates-issues-from-email
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