JIRA servicedesk adds a new comment on existing closed ticket

[Al]

Hi All,

We have a really weird bug where a new comment is created to an existing closed ticket.

I believe JIRA is matching the ticket based on the subject in the email. 

Is there a way we can disable this feature/ability and make it so it does not add a new comment to a closed ticket and instead, create a new ticket?

Is this possible? 

Scenario to help further illustrate the behaviour:

1. User 1 - creates a new ticket into Service Desk by emailing servicedesk@example.com with subject: "Please delete running job."
2. Service Desk polls inbox and creates ticket into Jira.
3. Ticket SD-4390 get created
4. SD Agent 1 - Assigns ticket SD-4390 to them and completes task. Updates the ticket resolution as Done and Resolved
5. ... a few days later ..
6. User 1 - creates another ticket into Service Desk by emailing servicedesk@example.com with subject: "Please delete running job.

Instead of creating a new ticket, for example, SD-4391, it adds it as a comment to the previous ticket, SD-4390 since the subject has matched.

We have tested this scenario and can confirm that this is how servicedesk is working. It does not open the ticket either. It just adds a new comment to a Done/Resolved ticket.

Cheers.

[Al]

Hi All, 

Sorry for delay in replying back. So let's take this scenario.

User 1 - creates a new ticket into Service Desk by emailing servicedesk@example.com with subject: "Please delete running job."

Service Desk polls inbox and creates ticket into Jira.

Ticket SD-4390 get created

SD Agent 1 - Assigns ticket SD-4390 to them and completes task. Updates the ticket resolution as Done and Resolved

... a few days later ..

User 1 - creates another ticket into Service Desk by emailing servicedesk@example.com with subject: "Please delete running job."

Instead of creating a new ticket, for example, SD-4391, it adds it as a comment to the previous ticket, SD-4390 since the subject has matched.

We have tested this scenario and can confirm that this is how servicedesk is working. It does not open the ticket either. It just adds a new comment to a Done/Resolved ticket.

We don't want it to work like that. Once a ticket is marked done, a new comment should not be be added to it. Instead a new ticket should be created, even though the subject may the exactly the same.

I hope that was thorough.

Looking forward to a solution hopefully.

Cheers,

Alkaif.

[Marty]

Hi Alkaif,

can you please share some more details, perhaps provide a step-by-step example.

Please do not include any personal or sensitive information as this is a public forum. 

Thanks!