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
Community showcase
Posted Sep 18, 2018 in Jira

What modern development practices are at the heart of how your team delivers software?

Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...

21,833 views 2 7
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