Hi Jira Community,
I have configured my Jira Service Management workflow to prevent both agents and customers from commenting on a closed ticket by setting the appropriate workflow properties. However, I’ve noticed that when a customer replies to the email notification that states, "Your issue has been closed," even if it's just a simple "Thanks," Jira automatically creates a new ticket.
Is there a way to prevent Jira from creating a new ticket when customers reply to these closed ticket notifications? Ideally, I’d like to ensure that any responses to closed tickets are either ignored or logged without generating a new request.
Any guidance or best practices would be greatly appreciated!
Thanks in advance.
Hi @Kashif Rahman,
I would recommend enabling adding comments again by removing the workflow properties, so these incoming emails would be simply added as a comment (where they belong).
In addition, add clear communication
Best,
Bob
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