Generating tickets

[Sharon Whitford]

Has anyone experienced an issue where emails sent to the address to generate a new ticket without any other reference on the email doesnt generate a ticket but attaches to an existing ticket rather than raise a new ticket as expected.  

[Vignesh Jayagopal]

Hi @Sharon Whitford 

The user may reply to a notification from a previous ticket/mail instead of sending a new email from Outlook. In such cases, JIRA recognizes the message ID in the email and associates it with the existing ticket, adding it as a comment rather than creating a new ticket.

[Marc - Devoteam]

Hi @Sharon Whitford 

No I haven't experienced this.

Is there maybe an app in stalled that handles email traffic, like Email This Issue, JETI or other.

This could be a reason as the probably handle the email instead of the default handler in a JSM project.