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

Phillip Gross
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April 28, 2021

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

0 votes
Jack Brickey
Community Champion
April 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. 

Phillip Gross
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
April 28, 2021

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 Brickey
Community Champion
April 28, 2021

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

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