incoming emails are not correctly processed by JIRA

[vladimir]

Dear Support

I am experiencing strange behaviour of JIRA software for incoming emails.

what is strange is - I see that email was processed via handler, like here (bold and italics)

mport[10501]: Added comment 'Predem dekuji za ... 'by 'vladimir.buzalka' to issue 'COM-1466'
2019-11-18 15:39:01,585 INFO [Exchange2016IMAP] Caesium-1-1 anonymous Import Import[10501]: Added attachment to issue 'COM-1466'
2019-11-18 15:39:02,127 INFO [Exchange2016IMAP] Caesium-1-1 anonymous Import Import[10501]: Added comment ':-)
═
From: Buz... 'by 'vladimir.buzalka' to issue 'COM-1464'
2019-11-18 15:39:02,867 INFO [Exchange2016IMAP] Caesium-1-1 anonymous Import Import[10501]: Added attachment to issue 'COM-1464'
2019-11-18 15:39:03,382 INFO [Exchange2016IMAP] Caesium-1-1 anonymous Import Sender(s) [paulina.grejdus.part@servier.com] not registered in JIRA. Using configured default reporter 'vladimir.buzalka'.
2019-11-18 15:39:03,391 INFO [Exchange2016IMAP] Caesium-1-1 anonymous Import Import[10501]: Added comment 'Dear Vladimir,
P... 'by 'vladimir.buzalka' to issue 'CL16-297'
2019-11-18 15:39:03,401 INFO [Exchange2016IMAP] Caesium-1-1 anonymous Import Sender(s) [paulina.grejdus.part@servier.com] not registered in JIRA. Using

but nothing is added to issue

See activity stream - no issue COM-1464

I do not understand it, can you help me?

Thanks

vladimir

[JP _AC Bielefeld Leader_]

Hi Valdimir,

this is the Atlassian community (clients like you) trying to answer your questions, but not the official support.

When using Jira Service Desk, there are different mail handlers for customer request and agent communication. Are you referring to a customer adding an issue via mail or a Jira user creating an issue via mail?

Try https://confluence.atlassian.com/servicedeskserver/receiving-requests-by-email-939926303.html 

as a starter.

Best

JP

[vladimir]

Dear JP

I think I have published my question to wrong product, I have JIRA software (not service desk) and using default mail handler.

Is it possible to move this question to correct forum? Or I should create new question>

many thanks

Vladimir