Automation - How to generate new tickets if client emails against old ticket.

[Shamil Patel]

Hi Atlassian Team/Community, 

I need some help trying to setup an automation rule. 

Scenario: 
If a client responds to an old email for a new issue, a new ticket is not created and instead, a comment is added to the old/closed ticket. 

Resolution Attempt: 
I setup an automation rule, which is triggered by a comment on a ticket whereby the status is resolved or closed. 
The action is to create a new ticket, with the same issue time, in the same project - copying over Summary, Description, attachments, organisation, reporter and to link the ticket to the old closed ticket. 

Issue:
As the email has a messageID/emailmessageID associated with the original resolved/closed ticket, further comments (when our support team respond) are still going to the original ticket/then creating further new tickets for each comment added to the chain. 

We need a singular new ticket to be created, and all subsequent comments to go to that new ticket, until it is resolved/closed. 

I believe this is all because the original email has an associated messageID and in an ideal world, you would request a client starts a new email chain however that just doesn't happen. 

Can anyone advise a solution? 

Thanks

[Riley Venable]

One possible solution could be to modify the existing automation rule to not create a new ticket, but instead add a comment to the original closed ticket with a specific tag or label indicating that a new issue has been created for the same problem. Then, set up another automation rule to monitor for comments with that tag or label and automatically link them to the new ticket. This way, all subsequent comments will be directed to the new ticket while still keeping the original closed ticket for reference.