New email with no issue key is adding comments to resolved tickets instead of creating a new issue

[Robert Hook]

This has happened to us multiple times, and I cannot figure out where to check or alter settings. The most recent example is similar to this:

• Sept 10th - new email received from HR manager with subject line "John Doe EEID 5929". A new tickets was created and resolved within a day or two.
• Oct 4th - new email received from HR manager with subject line "Mary Smith EEID 5216". Jira added this email as a comment to the first resolved ticket instead of creating a new one. 

To be clear, these are new emails - not forwards or replies to previous email chains.

We have also had this happen multiple times with HR emails with subject lines "New Hire Notification - Firstname Lastname, DD/MM/YY" when the names and dates were different.

I cannot figure out if there is a setting with the email handler to prevent this. I thought the default behavior was for Jira to only add emails as comments when they contained a valid issue key. 

[Bhanu]

Hi @Robert Hook 

Please check if any of the incoming mail handlers are interfering with the service management email request setup.

You can check the mail handlers from the link - https://<xxxx>.atlassian.net/secure/admin/IncomingMailServers.jspa

[Robert Hook]

@Bhanu This is what I am seeing. I did not set up or help configure our Jira instance (I just inherited it), so I am not entirely sure what I am looking for.