How to avoid email replies from copied members to create a new ticket

[Shashi Matha]

Scenario:

1. Customer Jane Doe receives an email notification on a ticket update. 
2. Jane adds some other member Jill’s email address in reply. This other person is not part of Jira Service Desk.
3. Jane’s reply gets added to the ticket as expected.
4. Jill get’s Jane’s email since she was added in step 2.
5. Jill now does ‘reply all’ and provides some comments.
6. Jane receives Jill’s email and at the same time Jira Service Desk also receives the email.
7. Since JSD is allowed email response types, JSD logs a NEW ticket and adds Jill’s email address to the system as a customer.

#7 should not be allowed. Otherwise, it creates a lot of new tickets and confusion to customers.

How do we avoid this scenario?

[Rudy Holtkamp · Accepted solution]

Hi @Shashi Matha 

To my knowledge this should not happen, since Jira looks at mail headers and the email subject. So if Jill did not change the subject (or stripped the mail headers) it should create a comment. And if Jill did not change it, you can consider it a bug and should report it here.

[Shashi Matha]

I should add that we have Email Request Type also in the project. So that could be the reason why it creates a new ticket and for the portal request, we are not allowing 'anyone' to add comment. I am guessing the result of these two are causing this. 

Taking a step back, we may have to remove Email Request Type or allow 'anyone' on the Portal Request Type to comment. By doing the later, i am concerned that bunch of unregistered participants will get automatically added as customers.