The case duplicates when the customer responses the ticket

[Guillermo Rosas]

Hi Folks,

I have an issue with some tickets, when a customer response the ticket created, the system creates automatically a new case (a new ticket).

Could you guys explain me in which cases it happens? and how should I avoid that issue (maybe any configuration)?

[Alexey Matveev]

Hello, 

You have Jira Service Desk that is why there are two places where you can configure incoming mail.

1. You can configure it in a service desk project. Look here for more information:

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

2. You can configure a mail handler in Jira Core. You can read more here about it:

https://confluence.atlassian.com/adminjiraserver071/creating-issues-and-comments-from-email-802592933.html

First of all you need to define from which of the two mail handlers your issue was created. If you look at the channel field of the issue then there will be either email or Jira.

If it is email, it means that it was created from the service desk mail handler. It could happen only if in the subject of the letter there is no issue key. Check it out.

If the channel field of the issue is Jira, then it was created by the mail handler from Jira Core. There are several available handlers. One of them always creates a new issue disregarding the presence of the issue key in the subject of the email. Check it out.