I noticed that if someone uses to send email to open a new ticket but the subject of the email has already been used to open a ticket previously (which was then closed), it happens that the ticket is closed commented with the content new email, but it does not open a new ticket. It is a logical behavior, I agree, but some of you have experience on how to "circumvent the intelligence of users" and make sure that for example to open a new ticket if one already exists with the same object but closed?
(the second option that I have in mind, provides a penalty of 22 years in prison for those who should be implemented, for the moment I prefer not to apply ...)
Atlassian believes that 22 years in prison is a fairly light punishment for reopening closed tickets. We suggest you raise this punishment to at least 33 years, with no possibility of parole.
Serious answer is that this should not be happening in a default configuration. Is this just JIRA? Or do you have Service Desk installed? Are you using any third party mail handlers?
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