email requests and replies not threading, but creating new issues

[Dan Froelich]

Our email address that creates cases is a part of a larger email group, but when replies are made to the thread, it creates new issues rather than adding comments to the case itself. Any suggestions?

[Ivan Tovbin]

Hi Dan,

Let's check the obvious things first. Can you make sure that:

1) The email, which is supposed to be converted to a comment for an existing issue has that issue key in its subject?

2) The sender of said email is either the reporter of the issue or a request participant?