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Problems with tickets created by mail

Good day,

I have the following problem: when they are sent to generate tickets through the mail and the header and mail is the same, these are entered as comments and not as a new ticket, do I have to do some configuration so that it does not happen?


1 answer

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Jack Community Leader Oct 20, 2020

If the Subject of the email includes the issue key the Body of the email will be added as a comment to the existing issue. Are you experiencing something different?

First a ticket was originated by mail, with a header, attached image.


Immediately, the process of a new ticket is carried out by mail, the same header is used but different requirement and it is added as a comment and not as a new ticket.

Because it does that, I should raise a new ticket or maybe I have a wrong configuration

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