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Tickets Automatically created on Reply / Reply-All

Hi All,

We are seeing this issue where after the ticket is created, replies and responses in the thread create new tickets in the system. 

JIRAMS1.PNG

This is what the thread looks like. All responding in the email chain:

JIRAMS2.PNG

It doesn't seem to happen every time. I've done a few tests to recreate, but was unable to. We see this quite frequently when my team or clients are responding to tickets. 

Curious if anyone has had this issue before or know how to prevent this from happening. 

2 answers

2 votes

Hi @Supakij Ngamwongpaiboon ,

you may want to check out my brand new article "Quickfix ☝🤓 – Solve Duplicate Tickets from Emails with Customer Organizations" on exactly how to fix this issue. 😁

Hello @Supakij Ngamwongpaiboon,

Thank you for reaching out to Atlassian Community!

When a customer replies to a notification and instead of adding a comment, a new ticket is created, it means that the person who replied to the notification doesn’t have permission on the ticket.

Only the reporter, request participants, and members of an organization the ticket was shared with can comment on a ticket.

Some common issues where new tickets are created:

  1. A ticket is created by CustomerA, and they receive a notification. CustomerA forwards the notification to CustomerB and CustomerB replies to the notification which will go to CustomerA but also to support@domain.atlassian.net and it will create a new ticket because CustomerB wasn’t added to the ticket. 
  2. CustomerA creates a ticket and shares the ticket with an email that is group email/distribution list, so, many people will receive the notification and if they reply, a new ticket will be created, because who has permission on the ticket is the groupemail@domain.com and not CustomerB@domain.com.
  3. Another issue that happens frequently is that some people use a mail client like Outlook and they access more than one inbox on the mail client. So, they receive a notification on email1@domain.com, but end up replying with email2@domain.com which doesn’t have permission on the ticket.

With all this said, it’s important that the customer who created the ticket adds other customers as CC at the moment the ticket is created via email, so they will be added as a participant or after the ticket is created, in the customer portal there is an option called “+ Share” on the ticket where they can add the email address of the people they need to have access to the ticket. 

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

Hi Angelica,

Is there a work around for scenario #2 without having to manually cc all the people in the distribution list? That is exactly what we are seeing. 

Thanks,

Supakij

Hello @Supakij Ngamwongpaiboon,

Thank you for letting us know. There is a bug related to the issue that you are facing and the fix is being implemented.

The last update was three days ago and you can participate in the early access. 

We are planning to commence early access rollout early next week. If you are interested in having the feature enabled as part of the initial cohort please reach out to me at jdcruz@atlassian.com with your instance name.

Cheers,
Jason

Please, send an email to Jason with your site URL so they can add you to the early access program.

Kind regards,
Angélica

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