Duplicating issue creating when replying to e-mail in jira(6.4) through outlook

[gadamchetty ramya]

When people started replied to email from outlook ,JIRA creating new tickets instead of updating existing ticket 

can anyone assist me on this issue .

Thanks in advance .

[Daniel Eads]

Jira mail handlers look for the issue key in the subject line of the email to process email replies as comments on the issue. You'll want to check a couple things:

1. Make sure the email replies have the issue key somewhere in the subject line. If people change the subject from "Re: ISSUE-198" to something like "Is that really the problem?" then Jira won't be able to determine what issue the email relates to.
2. The handler action should be set to "Create a new issue or add a comment to an existing issue". For instructions on checking and configuring the handler options, check out this knowledgebase article.

Cheers,
Daniel

[gadamchetty ramya]

Thanks Daniel 

Updated as you suggest .But the problem we are sending emails from JETI (https://marketplace.atlassian.com/apps/4977/email-this-issue?hosting=cloud&tab=overview  )plugin .once we reply to that duplicates are creating .

still issues exist.

[Daniel Eads]

With JETI it's possible to customize the subject line and potentially make it so Jira can't parse the replies. I'd suggest reaching out to META-INF support (makers of JETI) to have a look at your plugin configuration. You can open an issue in their Service Desk here.

I'm also moving this question to the Marketplace collection on Community so they have an opportunity to respond there.

Cheers,
Daniel