Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,298,463
Community Members
 
Community Events
165
Community Groups

Why is jira createing a new ticket everytime a users answers via mail

Edited

 

Already existing jira ticket updated/commented -> user gets notified via mail -> user answers via mail -> a new ticket is created instead of adding the message to the ticket as a comment.

 

1 answer

0 votes
Brant Schroeder Community Leader Jan 09, 2022

When a customer replies to a ticket and it creates a new ticket instead of adding a comment on the existing one, it means that the customer who replied doesn’t have permission to comment on the ticket.

For example, if the reporter creates the ticket and forwards the notification to another person and this person replies to the notification since it was not previously added as a participant, it will create a new ticket.

Also, some customers may use a mail client with more than one account configured and instead of replying with the correct one, they reply using another email.

It’s important to check if whoever replies to the email has permission on the ticket and not only confirm the full name, but the email since it can happen as I mentioned above.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

287 views 2 9
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you