jira adding as new comment to a resolved request rather than creating a new request

Brian Davies
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July 30, 2024

have user who creates multiple requests with same subject  line which, rather than creating a new issue , it adds it as a comment to an older ticket? ( ie the reverse to the FAQ) any guidance where to start ?

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Kai Becker
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July 30, 2024

Hi Brian,

welcome to the community and thank you for your question.

Do these users send mails with the same subject or do they create multiple requests via the portal?

Generally there is no mechanism to map content as comment to old tickets. They only way this works is the following:

  • Customer creates request
  • confirmation is sent via email
  • customer responds to email (issue key is present in subject)
  • email gets added as comment to the current issue (searched via issue key)

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