same issue here, please anyone has can assist. or any update for this case ?

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

Is there any update on this issue? It is closed and fixed, but where can I find the implementation?

What is the solution to this 4-year old issue?? Can we get some priority on this? Starting to look for alternative tools  at this point. Maybe if we share alternative tools that solve this problem, Atlassian will take this more seriously. 

ServiceNow?

What is the solution for this issue???

Could you please have a separate field for Solution, so that it will be easy for us to refer?

@Chris Robinson

What specific customer permissions did you change exactly?

I am faced with a similar problem. In my case it is a mail-reply from a third person who is not a participant of the issue that causes the new issue to be created with the reply.

This particular issue was actually never introduced to JSD Server, and the problem reported on Cloud was rectified before 3.3.0 was released. 3.2.x did not have this particular code.

Therefore, I am wondering if the reported cases here, are in fact related to JSDSERVER-2373, which will be fixed in the upcoming 3.5.0 release.

I understand that if the users were definitely request participants on the issue, then even without JSDSERVER-2373 they should have had their comment added to the issue. If the users were CC'd but not yet a customer of the Service Desk, then was their account successfully created for them?

If that is the case, and they were still creating new issues, I would say to first please try 3.5.0 once it is available, and if still experiencing the unexpected behaviour, please raise a new support request to investigate exactly what is happening.

Regards

Matt

JIRA Service Desk developer

Hi @tevans and @mwinsen,

How come this issue has Low Priority and has no one assign to it?

This is affecting customers and even the changes suggested by Chris did not work in our case. Emails keep creating duplicate tickets. This is causing a lot of confusion, duplicate work and unnecessary hassle.

Hope this gets solved fast.

This issue turned out to be a configuration problem on my environment. I noticed that once the other users were manually added as request participants they were able to reply to the email and a comment would be added rather than a new ticket being created.

The logs were reporting:

2017-02-02 12:03:44,187 Caesium-1-3 WARN user1@example.com     [internal.feature.emailchannel.IncomingEmailManagerImpl] Sorry, but the following users do not belong to your organizations: user2@example.com

because my customer permissions were set to Other customers in their organization (which I believe is the default setting?). Once I changed this to one of the other options (I chose Any customer or organization, by searching in this project), all CCed and TOed users were added as request participants and could reply to emails to add comments on the original tickets.

I'm sure I tested this when I first noticed the problem but it appears to have been fixed now in JSD 3.3.0. Hope this helps someone else!

Hi,

We have been using JSD 3.3 and the same issue is happening with our emails and in our case it is random. Does not happen with all the replies.

This is causing major trouble and loss of information. We are launching JSD and are spamming people with different issue reference numbers, because the tool is not acting as it should.

Please resolve this fast. It's urgent!

Thanks,

upgraded to 3.3 and this was just brought to our attention