Hi all,
ryanewtaylor, mariffin, bharat2, john.mccormack, mlavender after investigating the issue you've raised we've determined that there are 2 similar, but subtly distinct scenarios in play here.

1) The problem you've recently encounted - now tracked via https://jira.atlassian.com/browse/JSD-4058
i) Alice sends an email to JSD to create Request 1 and CCs Bob
ii) JSD Creates Request 1
iii) Bob replies to the original email - not a JSD email
iv) JSD receives Bob's email and creates Request 2
It is this last step that has changed and we are working on fixing this and pushing out a change.
Please watch https://jira.atlassian.com/browse/JSD-4058 for updates.

2) The original issue reported for this ticket
i) Alice sends an email to JSD to create Request 1
ii) Alice receives emails from JSD as comments are added to the Request
iii) Alice forwards or replies to one of the JSD emails and CCs Bob (Bob is NOT a Request Participant on Request 1)
iv) Bob decides to reply to the email thread
v) JSD receives Bob's email with the right subject (containing issue key) and headers and can identify which issue it belongs to.

Since Bob isn't a Request Participant on Request 1, JSD creates a new Request 2.
This behaviour has been in play for many months now and is covered by this ticket.
We are working on this, but it is not a quick fix and involves a decent amount of analysis and design work prior to implementation.

Hi Marty,

Can you respond here. is anyone is working on this ?

Is someone from Atlassian is looking into this. as per our business prospective its totally worthless for us. since 12 july 2016. we are spending our most of the time in closing the ticket.. please take this is on high priority..

I'm having exactly the same issue since same time frame July 12th. We totally depend on the reply feature to add comments rather than create new issues. For us the users email a group email address that includes the jira SD email address as part of that group, then the service desk agent (or anybody else in cc) would reply to the email in outlook, not within jira and not as a reply to an auto-generated email from jira, so the issue Id is not in the subject line. It was working fine until July 12th and now it's totally broken

Hi Support,

We are using SD on cloud version with Jira Notification scheme and since 12 July 2016 Update we are facing the issue of ticket duplication below is the case:

abc@example.com "Reporter" send the email to email handler with Subject "Issue Testing" with CC xyz@example.com under Project Sandbox and a New ticket created with issue key SDB-10.

now further when CC person xyz@example.com respond to that email which abc@example.com sent then it create a new issue with Subject line "RE: Issue Testing" with issue key SDB-11

again when original sender abc@example.com respond to same email then again it create the New ticket "RE issue Testing" with issue key SDB-12

this was not causing since 12 July 2016 which i am pretty sure due to last update on JSD cloud instance.

as disccused with Support Hazwan Support Engineer this is a Bug, but i am not able to understand how it was working till 12 July 2016 on our instance. please refer below response from Hazwan
=========================

Atlassian Cloud (formerly OnDemand) - Report a problem Reference: JST-209479
Duplicate tickets ATLASSIAN INVESTIGATING
Your request status changed to Atlassian Investigating.
14/Jul/16 10:30 AM
You can view the full request
Previous activity

Bharat Raj14/Jul/16 10:30 AM
Hazwan,

This doesn't make sense and it's all against our use case.

We have lots of tickets in which CC Person's involvement/suggestions
required and the response of CC Person's should be added as comment in
ticket.

i am pretty sure, this issue came due to last update with JSD cloud
instance on 12 July 2016 which i can see at Application Versions
<https://confluence.atlassian.com/cloud/application-versions-687219181.html>

It was working till 12 July 2016. as workaround you suggested avoid using
CC then what is the use of* Requesting Participant* filed ??

Moreover if we disable the event issue commented for *Requesting
Participant *in Notification scheme then there is no Option to response for
CC Persons.

along with https://jira.atlassian.com/browse/JSD-2334 we already had
another bug in our JSD which *Ned Hassan [Atlassian] *marked
here https://jira.atlassian.com/browse/JSD-3777 and it seems nobody is
working to fix that one.

Can you please schedule the GTM to discuss this.?

Awaiting your early response !!

Thanks
Bharat

On Thu, Jul 14, 2016 at 9:31 AM, Hazwan Ariffin [Atlassian] <

Bumped this to Major.. looking at this.

I think this issue is caused by JRA-43397: The In-Reply-To header (not to confuse with the email's subject) is not being included in the response email correctly.

We have been able to replicate this in our Service Desk instance as well. Here are the details.

Atlassian JIRA Project Management Software (v7.0.9#70119-sha1:42e373b)
Service Desk 3.0.10

Workflow One:

1. Email sent to me@mydomain.com from someone@mydomain.com (same domain, existing JIRA users)
2. I replied and added support@mydomain.com to the to: line. A new ticket was created containing RE: in the summary
3. someone@mydomain.com replied to my email. A duplicate ticket was created containing the same summary as the prior ticket.
4. Further email replies create additional tickets

Workflow Two:
The only different here is that the original email sent include me@mydomain.com as a CC. All other steps are equal and we see the same behavior with duplicate tickets being created. It does not appear to be dependent on the CC line.

This is a major issue as the conversion between us and the customer is being split. It is not unusual for the first email in a chain to not be sent to our help support email. This needs to be a supported workflow. When can we expect this to be fixed?

Hi Matthew.

Current configuration...

Request security:

Who can raise requests through email and the customer portal (list of customers)
"Anyone can sign up for a customer account on my Customer Portal"

Who can add participants to a request
"Agents and customers"

Customers add othe customers as participants by
"Entering a full email address"

Unsure if all CC'd users already exist as customers. I would expect they are created when they create their first issue. I'm certain we haven't gone in and added/invited all possible customer contacts to the SD customer list. Public signup is On.

-Chris

Hi chris.downey

Can I ask if under the Request Security, that Request Participants is enabled for the Service Desk?

And do all of the CC'd users already exist as customers in the Service Desk, or are they created when they create their first issue, if public signup is enabled?

Regards
Matt
JIRA Service Desk developer