In subject have issue number but create another issue

[Emiliano Schreiner]

Hi:

Hi have a problem with jira service desk cloud.

Note: I have activated the option for customers to add people. this is not the problem.

But when a customer reply a issue (in subject have the id, create a new issue id)

Example:

Original ticket: SE-388

Subject: Not found button.

Customer: userA@pepe.com
CC: distribution_list@pepe.com (Request participants)

But userB@pepe.com of "distribution_list" reply and CC: distribution_list@pepe.com

Create another issue SE-411 BUT in subject have the original issue:
Re: SE-388 Red dos - No ingresan mensajes

Why not add like a comment this mail and a userB  request participant because in the subject have the SE-388

Sorry for my english, is bad :(

Regards.

[Angélica Luz]

Hi Emiliano,

I saw that you created a ticket with our support related to the same question and they are already investigating the issue, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead. Once it's resolved, feel free to share the resolution here to help other people.

Regards,
Angélica