Mail including Jira number still creates new issue (if other sender than reporter)

[Catrine Lundström]

Hi,

Has anyone else experienced that new issue is created when mail is sent from other than reporter to an existing issue? Even though Jira issue number is included in summary?

We find that it happens sometimes, not always. Why?

Regards

Catrine

[Andrew Laden · Accepted solution]

Service desk email handlers is actually different then the core email handlers.

If the person who send the 2nd email doesn't already have access to the first ticket (ie, they are either an agent or a request participant) then they will not be allowed to add themselves to the ticket and update it. It will create a new ticket in this case.

[Catrine Lundström]

Thanks for info!

[Jack Brickey]

You might find this article interesting - how-jira-updates-issues-from-email 

I have always found this function to be full of exceptions and have been unable to establish a simple answer. This article is the best attempt IMO.

[Catrine Lundström]

Thanks.

The article seems to cover Jira Software - we are using Jira Service Desk - but maybe it is applicable anyway?
However - it doesn't make me any wiser... ;-)

Regards

Catrine

[Jack Brickey]

Yes. The handling of emails is actually a Core function and applies to both JSW and JSD.

[Catrine Lundström]

Regards

Catrine

[Suhas P]

I think you should try to find the pattern when it creates new emails and when comments using different users. Then you might find out why it behaves differently for some users. 

[Catrine Lundström]

I have tried..... If you now why I guess you would tell me.... ;-)

[Suhas P]

Its very strang though. If you have tried multiple users, then there should be some commonalities between those users.