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  1. Jira Service Management Cloud
  2. JSDCLOUD-4058

Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant

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      NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.

      1. Create new service desk project and set it as open for public sign up
      2. Setup email channel for the project
      3. As customer A, send email to the sd email channel and cc customer B (A new issue will be created in Service Desk project)
      4. As customer B, after receive the email from customer A, reply the email (Note this is the original email from A, not Service Desk generated email) with comment

      Expect
      Reply from B will be added as comment to the issue

      Actual
      A new issue been created

      This is happening since Service Desk version 3.3.0-OD-01 which been deployed to PRD on July 12th 2016

      Project Settings

        1. email_3.3.0-OD01.png
          email_3.3.0-OD01.png
          262 kB
        2. email_3.3.0-OD01.png
          email_3.3.0-OD01.png
          262 kB
        3. emailComment_OD01.png
          emailComment_OD01.png
          330 kB
        4. emailComment_OD18.png
          emailComment_OD18.png
          508 kB
        5. image-2016-07-17-00-00-05-156.png
          image-2016-07-17-00-00-05-156.png
          199 kB

              mwinsen Marty
              yqin Yuting Qin
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                Created:
                Updated:
                Resolved: