Currently, when an incoming email is received and the Subject line is identical to an existing JIRA ticket, JIRA copies the new email to the existing ticket.
We would prefer that JIRA always creates a new ticket if the subject line is the same as a previous ticket ONLY if the original JIRA ticket number is not in the Subject line.
A year or so back I would have simply answered “yes”. However, a couple of months ago I was running some tests and was surprised to see that if I created one issue by mail and then replied all to the original email then a comment was added rather than a new issue. I don’t know the exact algorithm but I believe if the reporter sends an email with the same subject it will be a comment. If someone other than the reporter sends an email with the same subject then a new issue would be created. Disclaimer- this needs to be tested and confirmed. Too, I believe this is an area that Atlassian continues to sharpen the pencil on so expect things to change.
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