Jira cloud is creating new tickets when receiving new mails instead of adding mails as comments

[Pierre CARRAZ]

Hello,

We have migrated 2 days ago to Cloud instance (previously we were running a server instance).

After this migration, we have noticed that from time to time, Jira cloud is creating new tickets when receiving mails instead of adding mails as comments to an existing ticket.

As our server instace is still running and receiving the same mails, we have noticed that the server instance is adding the mails as comments and so having the expected behavior.

What can be the cause of this behavior on the Cloud instance ?

What should we check/change ?

Thanks in advance for your support.

Regards

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @Pierre CARRAZ and welcome to the community!

Have you checked if the following setting is correct:

You find it under Settings (Jira Admin Settings) > Products > Jira Service Management. Default is no, it should be set to "Yes" if you want responses added as comments.

[Pierre CARRAZ]

Hi @Rebekka Heilmann _viadee_ 

Many thanks for your prompt reply that solved our problem