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New ticket created when comments are added to an existing ticket

An initial ticket gets created in Jira. From that point forward, whenever a comment is added, a new ticket gets created so we end up with 4,5,6,.... tickets for the same issue. 

2 answers

0 votes
Brant Schroeder Community Leader May 29, 2022

@Richard Hubbard When customers are responding to their issues all of their responses create a new issue, is that the issue?  or is it only occurring when someone cc'd on the issue replies?

What is the question? 

You want this to occur? Or it is occurring and you want it to stop?

No we don't want this to occur and Yes I believe that is the issue. Why don't those comments just get "appended" to the ticket? By creating a new ticket every time the user responds, we end up with multiple tickets for the same issue. This causes a support issue as these duplicate tickets have to be "Resolved", as well as trying to make sure we are looking at the latest notes. 

 

Is there a better process that we and our clients should be following?

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