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How to use issue keys with mail handler?

Robbie LaBarbera September 3, 2019

I'm following this guide for getting a mail handler setup:

https://confluence.atlassian.com/adminjiracloud/creating-issues-and-comments-from-email-779288896.html

It worked just fine, and I can now create issues by emailing the specified mail server.

However, when I want to add a comment, it just creates a new issue. The guide above mentions issue keys several times, but not how to set one up or how it is used. Does anyone have a guide or an explanation for using issue keys to update issues?

 

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Ismael Jimoh
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September 3, 2019

Hi @Robbie LaBarbera 

Issue keys are automatically added to an issue when it is created.

In your case please check your incoming mail handler and ensure you selected the option to create and add comments.

If you selected the create new issues option every time a reply is made to the email, a new ticket with a new issue key will be added.

Also, make sure you reply directly without changing anything in the email.

Lastly, ensure the user has the project permission to add comments.

Cheers.

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