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We are hoping to merge two projects into one. This involves moving all open tickets from (Project B) into (Project A)
However, while doing some testing, I have noticed an issue.
If a user has a ticket open in (Project B), and we move it to (Project A), if they reply to an email notification generated by the original ticket in (Project B) it doesn't add a comment to the new ticket in (Project A). It actually creates a whole new ticket in (Project B).
Is there a way to fix this properly?
Or does someone have a suggestion on how to handle it?
relevant info: Project B currently has around 50 open tickets that this would affect.
@Ollie Spragg Interesting issue. Are the two projects on the same JSM instance? I have moved issues and never had this issue if they are on the same instance as the email handler will route it properly. If they are on different instances then I can see it being an issue as the email handler will not know anything about the other email address. If it is on a separate instance I would suggest moving and then bulk emailing the users on the issues that were moved letting them know that they need to reply to the latest email response.