in Jira SD "Email request" setting, how to processing only comments but should not create new cases

[Dhavval Aarya]

Hello Team,

The request here is simple but I am unsure since I am new to JIRA. I have configured email handler on Jira SD 4 and Jira 8 but the problemn is that, I want to cusotmise it in such a way that NO new case should be created but when a reference case number or issue summary is provided, Then only the comment section of the ticket should be updated or comment should be added to the case.

in simple words, we only want our customers to be able to reply to existing cases without creating new cases from email.

Please let me know if any informaiton is needed and thank you in advance.

Best Regards,

Dhavval

[Earl McCutcheon · Accepted solution]

Hello Dhavval,

There is currently not an option in the mail handler directly to accomplish this, its settings are currently designed to create issues and add comments via e-mail in the same setting. However, there is a workaround using automation rules in service desk, Check out the following KB article we have that details the steps:

• Configuring mail channel for comments only

Also the request where we are tracking interest in this as a new feature can be viewed at the following link, make sure to add a vote to the request to help us track continued interest and influence a priority bup as covered in the Implementation of New Features Policy.

• https://jira.atlassian.com/browse/JSDSERVER-3697

Regards,
Earl