Incoming Mail Handler - Email Response Duplicates

[Chris Basson]

I've been trying to setup an incoming mail handler to help process internal support mails.

Our users email a group, which distributes to our project managers. These mails are then created as Jira tickets by the respective project manager, but the communications back to the original sender are still handled in a mail thread by the respective team project manager.

I want to setup a mail handler to automatically capture these mails as tickets, so our PMs only need distribute to the correct technical channel in Jira. One distributed our PMs will still communicate back to or users via email.

I've setup a mail handler (Create New Issue or Add Comments to Existing) looking only for emails from the distribution group in question, monitoring only a support folder which works well. The issue is that when there are additional email responses sent in the same email thread, the mail handler creates an additional ticket for every response rather than adding these comments or ignoring them.

I have a mail folder looking something like:

• FW: Help with Stock Error
• RE: Help with Stock Error
• Help with Stock Error

I end up with a ticket for each, rather than 1 ticket where additional email responses in the same thread are ignored. Is it possible to do this? It wouldn't even be a problem if responses in a thread were added as comments to the respective ticket.

[Lenin Raj]

Hi @Chris Basson 

As per your mail handler (Create New Issue or Add Comments to Existing), Jira should treat the "reply emails" as comments instead of new issues.

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

Could it be possible that "In-Reply-To" header is missing in your subsequent emails?

[Chris Basson]

Is this still true if the respondent isn't a Jira user?