Issue key in the subject field not considered



I am having the following scenario/issue:

  1. I am creating new issue manually (HELP-3384)
  2. Mail comes in that is related to the same issue, but as there is no header to confirm that - new issue is created by JEMH (HELP-3387)
  3. I am replying to the newly created issue while enter the old issue key in the Subject field, e.g. "RE: [HELP-3384] : RE: Broken database"
  4. The automatically created issue is being updated (HELP-3387) instead

Here is an excerpt from the Auditing:

Email Subject:RE: [HELP-3384]: Re: Broken database 
Message Size:40.2 Kb 
Issue Key:HELP-3387 
Commented:1:   HELP-3387

I assume that the reply-to header comes in place before the subject header in the election process. Is there a way to change that? I would like the subject header to trigger an update of the mentioned issue.


Thank you in advance for any ideas.


Kind regards,


1 answer

I cant really answer this here, please log a support case at and attach

  • your Profile XML
  • an export of the email that 'didnt' match a previous issue from JEMH auditing

then I should be able to answer the question

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