Why are email replies generating new tickets in my company-managed project?

[Elliott Lambert]

I have a company-managed service desk project with an email connected to the Email requests project setting. The email is authenticated and exists as a user in a distro list in my Azure environment. When I send an email to the distro list, it creates a ticket (as expected) but when another member replies (reply all) it generates another ticket. Even more strange, when I reply to the newly generated ticket (vai Outlook email thread with the distro list), it comments on that ticket, as expected. I changed the comment permissions to Public for testing a solution and now replies do not generate tickets or comment on the submitted request. 

Any help is greatly appreciated, thanks!

[Brant Schroeder]

@Elliott Lambert welcome to the Atlassian community 

When you send a request in through the distribution list and individuals reply to the initial email sent from the list there is nothing to tie that to the issue in Jira yet.  When the distribution list receives a response from JSM it will contain headers that allow any response to those emails.  

As for the public setting can you expand on that.