We have the problem that new tickets always open for the same problem. As soon as they come from another email but the same ticket number is in the subject.
Can't the system refer directly to the ticket number? Because it hangs in the subject with.
You have not mentioned Service Management here, so I'll assume you are using a Core or Software project, which both use "mail handlers" to interpret incoming email.
These can be configured in several ways, but the main one people use is the "create or comment" handler, which reads the subject of an incoming email and looks for an issue key. If it finds one, it treats the email as a comment, if it does not, then it creates a new one.
Check what the handlers are set up for at Admin -> Incoming email.
If it is for a Service Desk project, then those have an "email channel", you'll need to check that from the project configuration.
Well, it will match the email to the ticket that matches the email subject. I think we both agree, but I'll paraphrase:
Also: I'm curious, since I'm right now working on automatic decuplication for JIRA: Does this happen often? If yes, let me know in case you'd like to bounce off some ideas.
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