Replies to JSM and Jira email notifications are creating new Issues instead of adding as Comments

Between 10/Sep/24 8:00 PM UTC to 11/Sep/24 11:00 AM UTC, we experienced a service degradation for Jira Service Management and Jira. The issue was related to replies to email being incorrectly treated as a new Ticket/Issue. The incident has been resolved and the service is operating normally.

Between 1.30am IST to 4.30pm IST, replies to Jira and JSM emails were creating duplicate issues/tickets instead of getting added as comments to the original issue/ticket. We have identified the root cause of the intermittent errors and have mitigated the problem. We are now monitoring closely.

We are investigating reports of intermittent errors for some Jira Service Management and Jira Cloud customers where replying to the emails are creating new Issue/Tickets instead of adding replies as comments. We will provide more details once we identify the root cause.