Comment instead Create new Issue

[Compliance Grupo Vertical]

Jira has commented on an existing issue instead of creating new ones, they are not reply emails but JIRA associates it as a comment! Is it possible to solve?

[Brant Schroeder]

@Compliance Grupo Vertical 

Do you know how the email was created?  If someone takes an email from Jira Service Management and updates the subject and body of the email and sends it in then Jira will still associate it with the original ticket.  This is because it uses the email header to determine where to send the incoming email.  Just looking at the screenshot you shared I am wondering if they took and email and updated it multiple times before sending it in.  I had a user do this once where they took a single email and made multiple copies and sent it in.  They all ended up as comments.

[Brant Schroeder]

@Compliance Grupo Vertical Are you still having this issue?