Can't close ticket via email when signature is present

[Luca Lo Casto]

Good morning,

I premise that I have already searched for the answer in the forum without success.

I need to change ticket status via email. For this reason I have created an automation that adds a comment (via email) and closes the ticket.

If I send an empty email with a certain keyword, it closes the ticket without problems.

The problem is when the email contains, in addition to the keyword, also the signature of the sender, consequently it adds the entire body of the email and not just the keyword, and the ticket obviously does not change status.

I also tried to create multiple type of mail handlers without success.

The automation rules it's:

When "COMMENT ADDED" - IF "Comment contains close-ticket" - THEN "Transition issue Resolved" 

although the email contains the keyword (and also the signature) the automation does not trigger.

Any help would be really appreciated,

Thanks.

Luca

[Jack Brickey]

That is an interesting scenario. I have not used the comment contains condition previously. I may try to test this out when I have a moment. What do the automation Logs convey? Does it fail the condition? It may be that the automation logic can’t process comments with images (signature in this case). It might be worth reaching out to Atlassian Support on this issue.

[Luca Lo Casto]

Hello Jack,

Thank you for your reply.

The automation log doesn't prompt any useful info.

The only thing it shows it's the "SUCCESS" action while i tried (successfully) to close the ticket via email removing my signature:



As you can see it was correctly prompted, but as i said that was the try without the signature, unluckly i can't pretend that everybody sends emails after removing their signature..! :)


Thanks again for your help.

[Luca Lo Casto]

After your reply i tried to send an email with the keyword and the signature, but this time i removed the images.

The scenario it's exactly what you thought, i think there is some problem to process email with images since now the issue has been closed successfully.

[Jack Brickey]

Cool so I definitely would report this to Atlassian Support. I expect this would turn into a bug/suggestion to be resolved.

[Jack Brickey]

p.s. please update here w/ anything you find out.

[Luca Lo Casto]

Sure Jack.

I created a ticket and now it's in status "ATLASSIAN INVESTIGATING".

I will keep you updated.

Thanks.