ServiceDesk ignore email subject line and create separate ticket

Summary

Service Desk email integration is creating new tickets even when there is the correct tags in the subject line.

Environment

• JIRA 6.4.11
• SDS 2.5.4

Steps to Reproduce

1. Install JIRA + Servicedesk mentioned above.
2. Enable Public Signup + email channel
3. Send different email with the following subject line:
   - [ABC] (SD-123) CREATE ISSUE

   - Re: [ABC] (SD-123) CREATE ISSUE

   - CREATE ISSUE [ABC] (SD-123)


• Re: CREATE ISSUE [ABC] (SD-123)

Expected Results

Email with the same subject line should be created as a comment instead of separate issue.

Actual Results

Email is created as a separate ticket.

Workaround

Reply directly to the email thread instead of sending a new mail with the same subject line.