duplicate tickets

[Ray T]

May I know how could the below have happened? Why did the system log Jason's reply as new ticket?

1) Jason emailed to Vivian's working email.

2) Vivian replied with CC to the jira helpdesk back to Jason - CAR-1254 ticket created (reporter is Vivian).

3) Jason replied to the issue - CAR-1255 ticket created (reporter is Jason).

Below is a screenshot.

[Jack Brickey]

in order to avoid creating a duplicate ticket any reply must be a reply to the email from JSD. The email hitting JSD must contain the issue key and necessary header data. Otherwise it is seen as a new issue.

example:

bad...

1. jack sends email to JSD to report an issue and he Ccs Sally
2. Sally replies to all on Jack’s email
3. JSD sends notification that issue abc-123 created
4. JSD send notification that issue abc-124 created

two tickets created one for Jack and one for Sally

Good...

1. jack sends email to JSD to report an issue and he Ccs Sally
2. JSD send notification that issue abc-123 created
3. Sally replies to all using the email from JSD

One ticket created for Jack, Sally’s reply is a comment

[Ray T]

My scenario is a bit different from yours.

So for my case..

1) I should advise the end users to send all their requests to the JSD's email instead of my colleague's email?

2) tell my colleagues not to create new tickets using CC right?

Meaning to say the issue must be reported to JSD's email instead else duplication of issue will occur when the end user replied because of different header data?

[Jack Brickey]

From what I am reading 1 and 2 in you original post are fine but 3 is what resulted in dup. The reason is that Jason replied to Vivian’s email and did a reply all. If Jason’s intent was to add a comment to CAR-1254 he should reply to the JSD notification of CAR-1254 being created.

[Ray T]

Ok jack, I will head down and take a look to confirm the issue again. Will get back to you!