Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Duplicate ticket creation issue in JIRA

we are facing duplicate ticket creation issue in JIRA helpdesk.

 Main reason of this issue that we found is case sensitive check in Subject of any mail. For Example ,if there is minor difference in subject line in trail mail like re: & RE: , duplicate ticket is being created.
Due to this, it is doubling the team’s effort to monitor the same and there are chances of missing the actual ticket/mail as well.

Request you please by pass the case sensitive check rule against subject of any mail to avoid duplicate ticket issue.


1 answer

1 vote
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Feb 02, 2022

Hey @Yash Pradhan 

Duplicate tickets can be created due to many reasons, I'm not sure as if the case is changed it might create a ticket. I assume the replies to original ticket are getting created as new tickets instead of adding comments. In the first place how are the replies getting changed ? Someone changing it ?

I would suggest you to take a look at this kb

For this part we cannot do anything as this Atlassian Community doesn't have any control on that "Request you please by pass the case sensitive check rule against subject of any mail to avoid duplicate ticket issue"

So please raise a support ticket with Atlassian here and ask them about it



Suggest an answer

Log in or Sign up to answer
AUG Leaders

Atlassian Community Events