How to get new emails to the Service Desk to link to an existing ticket

[Matt Roache]

Hi, We currently have a dual email domain environment, where our users log in/log tickets with our service desk using @email1 domain, however all emails to @email1 domain get forwarded to their new domain @email2. So when I add a comment onto a ticket lodged by a user, the email they get for it gets sent to @email1 which gets forwarded to @email2 automatically. 

This means that they see the Jira email in their new inbox. So when they go to reply to the email to add a comment to the ticket, Jira will generate a completely new ticket based off that reply, as the email comes from @email2 domain instead of the original.

Is there anyway I can get the email to attach itself to the ticket based off the subject alone? So if it sees that an email has SD-1111 on the subject line, it will automatically add itself as a comment/reply on the ticket SD-1111 

[Brant Schroeder]

@Matt Roache welcome to the Atlassian community 

JSM ties issues together using the subject line and email headers.  If those exist it should be adding them to the issue regardless of it the issue was forwarded.  How are you forwarding the email?