Duplicate request in servicedesk

[Andrey Ivanov]

If the employee who responded to the request in correspondence on the service desk was not previously in the copy, his response to the letter turns into a new request and a duplicate of the current request is obtained instead of adding a comment to the current request

[Dan Breyen]

Hi @Andrey Ivanov welcome to the community.  I took a quick look at Atlassian's Jira site and found this issue.  It sounds like the issue you're getting.  Feel free to vote for and watch it for updates.

I found this one too: JSDCLOUD-13685 

[Andrey Ivanov]

Hi @Dan Breyen 

Thanks for the answer, but unfortunately this option will not help, maybe there is another solution to this problem? It occurs only from one user

I tried to find more similar situations but found nothing