Hello @khushboo_puri
There are currently a couple of different ways that JEMH determine if an email should create an issue or comment.
By default, will detect if the incoming email contains a Jira IssueKey within the subject and will also detect if there is a Message-Id within the References and/or In-Reply-To header of the email that has been associated to an existing issue. If either of these detection methods return a match Issue Key then JEMH will attempt to comment on that issue. If a match is not found then JEMH will create a new issue.
For more information about this see: Associate an email with an issue
If you require any further help, then feel free to create a support ticket with The Plugin People (JEMH Vendor) support. This can be done by emailing "support@thepluginpeople.com" or by using our Portal.
Regards,
Ryan (PPL Employee)
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