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  1. Jira Service Management Data Center
  2. JSDSERVER-4058

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

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

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        3. emailComment_OD01.png
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        4. emailComment_OD18.png
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        5. image-2016-07-17-00-00-05-156.png
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          Form Name

            [JSDSERVER-4058] Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2305327 ] New: JAC Bug Workflow v3 [ 3125796 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Sergey Zaporozhtsev (Inactive) made changes -
            Fix Version/s New: 3.3.0 [ 61746 ]
            Fix Version/s Original: 1000.36.0 [ 63508 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059279 ] New: JSD Bug Workflow v5 - TEMP [ 2305327 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056695 ] New: JSD Bug Workflow v5 [ 2059279 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956436 ] New: JSD Bug Workflow v5 - TEMP [ 2056695 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615159 ] New: JSD Bug Workflow v5 [ 1956436 ]
            jonah (Inactive) made changes -
            Description Original: # Create new service desk project and set it as open for public sign up
            # Setup email channel for the project
            # As customer A, send email to the sd email channel and cc customer B (A new issue will be created in Service Desk project)
            # 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
             !image-2016-07-17-00-00-05-156.png|thumbnail!
            New: {panel:bgColor=#e7f4fa}
              *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-4058].
              {panel}

            # Create new service desk project and set it as open for public sign up
            # Setup email channel for the project
            # As customer A, send email to the sd email channel and cc customer B (A new issue will be created in Service Desk project)
            # 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
             !image-2016-07-17-00-00-05-156.png|thumbnail!
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-4058 [ JSDCLOUD-4058 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: affects-cloud New: affects-cloud affects-server
            Confluence Escalation Bot (Inactive) made changes -
            Labels New: affects-cloud

              mwinsen Marty (Inactive)
              yqin Yuting Qin
              Affected customers:
              1 This affects my team
              Watchers:
              31 Start watching this issue

                Created:
                Updated:
                Resolved: