Service desk CC-ing creates a new ticket

[Ben Greene]

When a ticket reporter CCs in someone else into their ticket email thread, instead of adding this newly CCed person's replies as comments, it creates a duplicate ticket with the naming convention "RE: Original-Ticket-Name".

I have attempted the project settings changes listed here: 

https://confluence.atlassian.com/jirakb/replies-to-jira-service-desk-tickets-result-in-duplicate-tickets-964967584.html

However after trying both settings listed, neither works.

Please advise on how to fix this, we want this CCed person's replies to be comments on the original ticket.

[Robert Wen_Cprime_ · Accepted solution]

Hi @Ben Greene 

Try these instructions: https://support.atlassian.com/jira-service-management-cloud/docs/allow-external-emails-to-be-added-as-comments-on-issues/

[Ben Greene]

Thanks a bunch @Robert Wen_Cprime_ that worked perfectly!

[Andrey Ivanov]

@Robert Wen_Cprime_ Hi! Maybe you can help me with my problem.
I came across this problem. We have a group in the mail, let’s call it group “A”; it includes several people. When we receive a request to the servicedesk, a person who is not listed in CC, but is in group “A” tries to leave a comment, the ticket is duplicated

[Robert Wen_Cprime_]

@Andrey Ivanov , are you talking about a group email alias? Because JSM doesn't expand the alias.

[Andrey Ivanov]

@Robert Wen_Cprime_ As I understand it, JS can't figure out who is in the mailing group and that's why copies are being created?

[Robert Wen_Cprime_]

That's my hypothesis.  Normally anyone that's CC'ed on an email request would be added as a watcher/collaborator and able to reply and have their reply added as an external comment.  The group email address is added, but since it doesn't decompose to its individual members, anytime someone in the group replies, JSM sees that as a new email request and creates a new ticket.

[Andrey Ivanov]

@Robert Wen_Cprime_ Hi! Your theory is correct, JSM cannot detect people in a group, I'm just looking for another way to automatically add people to CC