New issue creating each time instead of adding comments for default mail handler

[Vignesh Jayagopal]

Hi All,

I have some of users without jira account using my product. They are sending the mail to the given mail address for raising any issues. 

I have configured my mail server details and set the Incoming mail handler as default cloud configs for creating issues automatically in jira.

I successfully set the configs that the jira issue is created for each incoming mail but when the user is reply to that issue mail for asking update, it is creating new jira issue. I am expecting that to be added as comment in the existing issue.

In the mail subject , it is mentioned as "RE:  Subject of previous mail" as the user don't know the ticket id.. I hope this should be scanned and added as comment.

Can you please help what is wrong here? Also is there any way user can be notified of ticket id created?

[Sachin Dhamale · Accepted solution]

@Vignesh Jayagopal ,

This handler creates a new issue or adds a comment to an existing issue. 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.  -  This will be applicable if you selected the create and comment issue type

Refer this doc - Documentation and see which type of mail handler you are using accordingly ask user to reply to the email

[Nic Brough -Adaptavist-]

Two things here:

1.  Can you check that you are using a "create or comment" handler, and not just a "create" handler?

2.  Why are your users removing the issue key from the subject of the emails when they "reply"?  Why are they trying to email your Jira about an issue that they don't know the key for?

[Nic Brough -Adaptavist-]

OK, that's ruled out the tech side of it.

Now we need to look at why your people are trying to comment on issues that they do not have the issue key for.  Why do they not know what the issue keys are?  Or why are they clicking "reply" and then removing the issue key from the subject?

[Vignesh Jayagopal]

Thanks @Sachin Dhamale  & @Nic Brough -Adaptavist- for your replies. Yes, i am using "Create or comment" handler. I noticed when issue key is found in the subject, it is added as comments correctly.

In our Org, we are following like below:-

Let's say 50 users using one web application(they don't have jira account)-->if any issue found in the application, they will mail to Incident manager-->Inc Manager will raise the ticket in JIRA & track it with dev team and convey the issue reporter in mail after it is fixed.

Now what we are trying is instead of sending the issue to Incident manager, they can send the issue to jira mail id for which the issue can be created automatically.

After configuring the mail handler with "Create or comment" option, it is behaving like below:-

1.End User sending the issue in mail to Jira mail id.

2.Mail handler creating the issue successfully.

3.But End user not getting notified of the issue key as he/she don't have jira account.

4.After a few hours, end-user replying to the initial mail he sent asking for an update.

5.Now Jira is creating new issue for the update mail.

As per the attached diagram, if no issue key is found & reply to an existing issue is found- it should add as a comment. Please highlight how to fix this.

[Sachin Dhamale]

@Vignesh Jayagopal ,

To create the comment its important to have issue key in the subject line otherwise how jira will come to know on which issue the comment will go.

If the user does not has the account in jira and does not get the notification in that case you need to send the email with issue key in the subject by using some automation rule or postfunciton script. 

[Nic Brough -Adaptavist-]

How are you expecting Jira to know which issue to comment on from an email that does not have any information on it about which issue to look at?

There's nothing that can be "fixed" here, you need to give the issue key to the users so they can use it in the subject of their emails.