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Can JIRA create a new ticket if subject line is the same UNLESS the ticket number is in the SUBJECT

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.

1 answer

0 votes
Jack Brickey Community Leader Nov 13, 2021

The algorithm used for issues by email is not configurable. If me or serves it actually used to work as you have described. However, in attempts to improve not creating issues where a comment is intended (?) this has changed. 

So, to be clear, currently, if the SUBJECT LINE is the same as a previous ticket, AND the KEY (ticket number) is NOT in the subject line, the NEW ticket will be copied, as a comment, to the OLD ticket?

Jack Brickey Community Leader Nov 23, 2021

Well….yes, maybe…

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. 

can we have an update on this? This is rather annoying. Every time a client opens a ticket with the same subject line it just comments on an old closed ticket. I NEED this to generate a new ticket every time!

Right!!!!??? SOOO very frustrating!

Jack Brickey Community Leader Apr 07, 2022

if you are having continued issues here you might reach out to Atlassian support.

I have...many, many times and I get no response.

Only...please go to our Communities to find your answer...

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