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

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

is related to

JSDSERVER-2334 Service Desk still creating duplicate issues

JSDSERVER-4320 Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant

TESLA-954 Loading...

relates to

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

JSDSERVER-2373 Replies to a Service Desk email from an unknown user should add comment to original issue and not create a new one

(1 is action for)