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Jira is considering incoming emails sent by the same person and commenting on old issues instead of generating new issues

2 answers

0 votes
John Funk Community Leader Oct 25, 2022

Hi @Compliance Grupo Vertical  - Did you ever get this resolved? 

0 votes
Trudy Claspill Community Leader Mar 24, 2022

Hello @Compliance Grupo Vertical 

Welcome to the community.

Do the emails have the same content in their Subject lines?

Is the email going to a Service Management email address or a general email handling configuration for Jira?

In some cases the subject is very similar! The email going to a Service Management email address

Trudy Claspill Community Leader Mar 24, 2022

Are the users using the Forward option on previously sent messages, then modify the Subject/Content to be slightly different and then sending those messages?

Or are the users creating brand new emails from scratch and those emails are ending up as Comments?

If a users starts a new email by using the Forward option on a previously sent message and then modifies the content, Jira will see extrapolate from the email header and info in Jira about processed emails that the new email relates to an email it already processed, and treat the email as an addition to an existing issue even if the Subject has been changed. 

Users need to make sure that they are starting with a brand new email, and that the email Subject is not a copy of an email previously sent to Jira.

The users  are creating brand new emails from scratch and those emails are ending up as Comments

You'll need to educate your users not to use issue keys in their email subjects.  That's all Jira is looking for when it reads an incoming email.

If it doesn't find a valid issue key, it will create a new issue in the defined project.

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