How To Avoide Duplicate Tickets

[Mohamed Farhan]

Hi some one Rise Ticket from email that time create ticket then another person replay that email create another one ticket total two different tickets. How to solve this issue? 

[Cristian0791]

Hi Mohamed,

There can be some reasons for this.

Please read this article: https://confluence.atlassian.com/jirakb/replies-to-jira-service-desk-tickets-result-in-duplicate-tickets-964967584.html

I think you have find some answer here.

[Kris Dewachter]

Hi @Mohamed Farhan ,

Welcome to the Atlassian Community.

I'm not sure I understand your question correctly but let me try to answer.

Jira needs the ticketnumber in the subject of the email to recognize a ticket already exists.

So if I send an email, and Jira imports the email, it will not see a ticketnumber and a new ticket will be created. If i then reply to the confirmation email from Jira (that contains the ticket number), Jira will recognise this and add the content of the email as a comment to the existing ticket.

So if there is no ticket number in the email, Jira will always create a new ticket and there is a risk of duplicates.

Best regards,

Kris