Comment tickets by answering to notification E-mail


the functionality to comment a ticket by answering to the notification e-mail is very powerful, but I faced a potential limitation with it.

Seen that in our organization we have enabled also the features to raise tickets via E-mail, if someone send an e-mail with the same subject/summary the existing ticket is updated instead of creationg a new one.

Is there a way to change this behaviour? potentially by checking the status of a ticket and let comments enabled only for the not closed ones?



Marco Gloder

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Accepted answer
Pedro Cora Atlassian Team Dec 19, 2013

Hi Marco,

As it turns out, you can't change this specific behaviour, if the subject cotains the issue summary or the issue number, the mail handler will always add a comment.

Thanks Pedro, I'm going to add a post action to the close and re-open feature in order to add/remove a unique text for bypassing this potential problem, I'll test it and let you know if it works.

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