Enquiry regarding mail channel creates new tickets instead of adding comments to existing tickets

[Kalyan Kumar Das]

Actually we are facing this below issue i.e. 

Mail channel creates new tickets instead of adding comments to existing tickets

I have got this link only for JIRA Service desk[https://confluence.atlassian.com/jirakb/the-jsm-mail-channel-creates-new-tickets-instead-of-adding-comments-to-existing-tickets-1142248285.html].  

But i did not get any link regarding JIRA software.

So can anyone suggest me to how to fix this type of issue on production?

[Asha Goyal]

Hello @Kalyan Kumar Das 

Please find attached the relevant document for the email setting in Server/DC.

https://confluence.atlassian.com/adminjiraserver/creating-issues-and-comments-from-email-938847641.html#:~:text=Once%20you%20have%20configured%20Jira,open%20the%20Incoming%20Mail%20page

Thanks

Asha