When I response by e-mail on some issue in ticket , Jira creates new ticket

I don't know, how to slove this problem. Anytime, when something is updating in some ticket, everyone from my team gets an e-mail. If one of us response on that e-mail, Jira instead of adding it to the ticket's thread, creates a new one. 

Is there any resolution for that?

1 answer

1 vote
Tarun Sapra Community Champion Aug 10, 2017

From the docs 

"If an email message contains an issue key in its subject line and that issue key exists in your JIRA installation, the handler will add the email message content as a comment on the issue, regardless of which project the issue is in."

 

Thus, make sure that the emails you receive have the issuekey in the subject and mail handler is properly configured.

https://confluence.atlassian.com/adminjiraserver071/creating-issues-and-comments-from-email-802592933.html#Creatingissuesandcommentsfromemail-Addacommentfromthenonquotedemailbody

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Thursday in Jira

5 ways you can make the most of Jira Software and Bitbucket Cloud

As part of the Bitbucket product team I'm always interested in better understanding what kind of impact the use of our tools have on the way you work. In a recent study we conducted of software devel...

84 views 0 5
Read article

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