JSM Mail Handler query

[Kelly Phillips]

Our scenario.
We use HCL Domino Databases for tracking Engineering Change Notes (ECN).
A user creates a change and submits it in the HCL database.

A number of emails are then sent from the database regarding this Change, i.e ECN submitted, ECN requires approval, ECN has been updated etc. Each of these emails has a different subject, with the ECN # being the only constant.

We would like these emails to feed into a number of JSM projects for various teams.  However, I fear Jira will create new 'work items/issues' for each of these different emails relating to the same ECN #.

Is my fear misplaced? Is my belief in Jira's mail handling sorely lacking?
If I'm right, is there a way to get this to work?

[Marc - Devoteam]

Hi @Kelly Phillips 

Your fear is accurate, If you want to update an existing issue/work item you need to specify the specific issue/work item key at the start of the summary.

Otherwise the system won't know to which issue this comment should be added.

Or look a t 3rd party mail handlers on the Atlassian Marketplace.

You could look at adding a field in de DB on the 1st interaction with Jira and store the created issue/work item key.

You could even look at using the API to update the issue/work item instead of via email.

See, https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-group-issues