JIRA Service Desk - Duplicate creation of tickets by mail

Good afternoon, my query is at the Service Desk. I have activated the mode of automatic creation of tickets by sending an email. The problem I have is that every time I reply in the mail chain creates a new one and does not take it as a comment, someone who could help me configure the same so that it stops duplicating tickets.

Thank you

Regards

Juan

1 answer

This widget could not be displayed.

Hi Juan,

What version of Service Desk are you using?  There is a current bug reported at JSDSERVER-2373.  Please review the bug report and the following summary matches the method to reproduce please vote on the issue for impact and follow the work around section:

When a customer of a JIRA Service Desk sends an E-mail from Service Desk to another person (who is not an agent, reporter or request participant) of the issue, if that additional party replies to the issue and includes the JIRA Service Desk E-mail, the E-mail is treated as a new issue...

Finally, verify the reply has the issue key in the subject line.  If that does not help please provide a screenshot of your mail handler.

 

Cheers,

Branden

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

146 views 2 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you