email creates issue then sender sends same email again and a duplicated issue is created

[Ghazanfar]

One of the employees sends email to helpdesk@dadadada.com

Problem 1. She uses only 3 subject lines for all the issues (+200 issues and all of them have the same subject text.

Problem 2. She sometimes duplicates the same issue after a few hours in a different email and again uses the 3 special subject lines so issue 1 gets registered with subject line "A" and after few hours the same issue 1 gets registered with subject line "B" and a day later, the same issue is reported with Subject line "C".

Does anybody have a miracle or a magic pill?

Thank You very much even just for looking at the situation.

Kind Regards.

[Alexey Matveev]

How did you setup your email handler? Does it always creates issues or also create comments?

[Ghazanfar]

When a responsible person handles it, everything works just fine. new replies go to comments etc.

[Alexey Matveev]

Issues go to comments only if there is an issue key in summary. If not then a new issue will be created. If you want to change the behaviour you could use plugins.

[Ghazanfar]

Let me state the situation a bit more clearly because I forgot to mention this in the Question. 

There's always a unique identifier number anywhere within the body/content of the email (e.g. this is a problem, record of customer # 12345 needs manual update).

I have been using JIRA for 4 days. Just 5 days ago I didn't even know it existed. I am more a networking/windows administration guy but now a company has asked me to see it and improve the workflow for which I seriously have no clue for now.

Thank You Very Much for Taking Interest and Thank You for Your Time Alexey Matveev.

[Alexey Matveev]

Jira can not parse a email body out of the box. You would need an add-on for it. For example, Email This Issue. You can find more info here:

https://marketplace.atlassian.com/plugins/com.metainf.jira.plugin.emailissue/cloud/overview

With this plugin you could parse mail and not to create a new issue if an issue with #12345 exists.

There are also other add-ons available. Or you could took Power Scripts add-on and write your own mail handler. You can find more info here:

https://confluence.cprime.io/display/JJUPIN/Mail+Handler

[Ghazanfar]

Thank You Alexey Matveev