Tickets dont open, generate a comment in a older ticket

[Thiago Vasques]

We're having a problem with a specific user who opens a lot of tickets sending us emails. The new emails she sends instead of generating a new ticket generates a comment on an older ticket already closed.

The title and body follow a pattern but are never the same. 

For example: four emails happened to be registered as comments on an older ticket, I deleted this ticket to see how it behaved and when she sent an emails again, the first registered a ticket and the other came as a comment on this ticket.

Sorry if I wasn't clear, if you need any more information let me know.

[Andrew Laden · Accepted solution]

This usually means that the user is not starting with a fresh brand new email each time, but is rather using an existing email and replying or forwarding the email to jira.

Jira will always attempt to match an email to an existing ticket before creating a new issue.

One of the ways it attempts to match the issue to an existing ticket is by using "clues" in the email headers to see if the issue Relates to a previous email. 

There are two headers in particular. "In-reply-to" and "References" these headers would contain Message ID's of previous emails in the chain. Jira will look at those headers, and see if any of the Message ID's references match up to a previous email that was used in an issue. If so, it will then attach the email as a comment.

Tell the user to use a brand new email each time. Not a reply or a forward, and then you should have the behavior you expect.

[Thiago Vasques]

Hi Andrew, 

I talked to the user and that was EXACTLY it, thank you very much.