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How do I avoid new issues being created when someone replies to the email?

We have configured our system to initiate emails from a custom email address e.g.  newbugemail@ourcompany.com. When additional users are included in the chain and select Reply-All or the requester responds back to all - new issues get generated for each response. 

How do we turn this off? 

Ideally when a new issue was created we could ignore any email with an RE:

1 answer

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Jack Community Leader Apr 28, 2021

If the replies or done to the original email that creates a ticket and not to the response back from Jira about the creation of the ticket then a new ticket will be created. The key to this is the issue key for the issue created must be in the subject for it to equate to a comment. 

Thanks for the quick response. 

So is there any way to avoid new issues being created when the Sender includes additional users and upon receipt may hit reply-all?

Jack Community Leader Apr 28, 2021

Regrettably no there is not. At least not that I have found. 

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