when customer replies to Email, creating new issue

[Kishor Mudhili]

Hello All,

we have created Automation rules and sending email notification to customers  if some actions happend in Issue ( i.e customer is not reporter or requsting for)

customer is receing the Email notification. if he/she replies to that email, it's got created new ticket insted of updated the comments in Original ticket.

can you please some one help, how we can reproduce the issue

[Nic Brough -Adaptavist-]

Hi Kishor,

Check the configuration of the email channel in your Service Management project(s). (Or your email handlers if it is not a JSM project)

Also, check that the subject of the email they are replying with contains the key of the issue that they are commenting on.  Jira looks at the subject to try to match incoming emails ro issues.  If it cannot find an issue key in the subject, then it has to process the email as a new issue.