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New ticket created when comments are added to an existing ticket

Richard Hubbard
Richard Hubbard May 26, 2022

An initial ticket gets created in Jira. From that point forward, whenever a comment is added, a new ticket gets created so we end up with 4,5,6,.... tickets for the same issue. 

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Brant Schroeder
Brant Schroeder
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May 29, 2022

@Richard Hubbard When customers are responding to their issues all of their responses create a new issue, is that the issue?  or is it only occurring when someone cc'd on the issue replies?

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Jared
Jared May 26, 2022

What is the question? 

You want this to occur? Or it is occurring and you want it to stop?

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Richard Hubbard
Richard Hubbard May 31, 2022

No we don't want this to occur and Yes I believe that is the issue. Why don't those comments just get "appended" to the ticket? By creating a new ticket every time the user responds, we end up with multiple tickets for the same issue. This causes a support issue as these duplicate tickets have to be "Resolved", as well as trying to make sure we are looking at the latest notes. 

 

Is there a better process that we and our clients should be following?
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