Creating a new issue when reply by mail

[guillaume fischer]

Hello,

I have a problem.

I set up my Jira service desk and my mail handler to "create a new issue or adds a comment to an existing issue"

Expected result : if the subject contains an issue key, the message is added as a comment to that issue. If no issue key is found, a new issue is created in the default project.

Actual result : it's ok for the most of issue (when someone reply by mail, a comment is created) but for a few issues, it open a new issue.

I don't understand why.

For example, i replies to an issue by mail with my outlook mail and it create a comment on the issue : OK

But i try to reply from the outlook mail of a collegue and it create a new issue.

Could you help me please ?

Thanks,

Guillaume

[Nic Brough -Adaptavist-]

Does your colleague have "add comment" permission in the target project?  I've seen that cause this a couple of times.

[guillaume fischer]

Hi,

Yes it hink because he is a service desk user and the service desk users have the permission to add comment (see the screenhsot)

[Petter Gonçalves]

Hello Guillaume,

I hope you are having a nice day.

I understand that, when some users reply to JIRA with the issue key, the handler is creating new issues instead of adding comments to it. Is that correct?

For now, I would check the following topics:

- Check if the User can populate a comment using the JIRA UI

- Double check if the user that is replying to JIRA has the permission to add comments to the issue in project Permission Scheme

- If the user is added to JIRA (Not a customer), check if he is added with the Agent Application access license. Software users can only make internal comments.

Questions:

- The user that is reproducing the problem is a JIRA User or Customer? What licenses are applied to him?

- Have you reproduced this issue with your own user?

- What is the summary of the e-mail that reproduces the problem? Can you send us the header of the e-mail too?

- Is anyone else in your JIRA site reporting this problem?

For more information on how Service Desk E-mail handler works for JIRA SD Cloud, you can check the documentation below:

- Receiving Requests by E-mail

Let us know if this information helps. :)

[guillaume fischer]

Hi,

Thank you to your answer. So here is mine :

I checked if the user can comment and it's ok (see the screenshot below). DO i have to check another thing ?

Questions:

- The users that reproducing the problem are service desk customer. But just two of them have the problem for the mooment. The other service desk customers add comments when they replies by mail, as scheduled

- I tried with y own user and with other users and i can reproduce it

- Here is the summary of both emails / ticket my customers receive after the creation of the ticket (after replying to an email)

---> Votre demande N°WSEFRANCE-143 : RE: Votre demande N°WSEFRANCE-141 : Erreur CA dans weekly creation de contrat pour facturation de transferts de franchisés

---> Votre demande N°WSEFRANCE-159 : RE: Votre demande N°WSEFRANCE-154 : demande d'etat des lieux des banques de données exchange

The summary of the initial mails were the same without "re"

- Here is the mail that reproduce this ticket :

---> cedricbidalot@wselyon.com

---> pldarmon@wse-group.com

Thank you for your help

[Petter Gonçalves]

Hello Guillaume,

Thank you for the useful information.

I performed some tests in my JIRA Cloud instance with the information you provided and notice some other possible causes for the problem. Here we go:

- Can you confirm if the customers who are able to reproduce this problem have been added to JIRA before? Or they were always portal-only customers?

- Did the comment is properly rendered when they add it directly from the portal? More specifically, your workflow status or transition could be configured with the property jira.permission.comment.user=denied, which would cause this behavior.

- They are configured as the reporter on the tickets or as request participants?

- The e-mail sent is configured in multiple body parts? We have a bug that prevents the comment to be properly added when it happens:

JIRA Cannot Add Comment to the Issue from Mail if Email Has Multiple Body Parts (Outlook)

We will look forward to your answer to go further with troubleshooting.