Mail Handler always adding comment in a closed ticket

[Abid Raza]

I have configured the email handler in such a way that creates a new ticket whenever we receive a block credentials email on a specific email address. However, It always adds a comment to a closed ticket rather than creating a new ticket in that project. The sender is sending the email with a different Subject but still, it adds a new comment in the closed ticket. 

This setting always worked fine for me but it started happening a few months although I did not make any changes to JIRA Version. 

Mail Handler Setting: 

Handler: Create a new issue or add a comment to an existing Issue. 

[Trudy Claspill · Accepted solution]

Are the users creating their emails from scratch, or are they taking a previous email and using the forward button to create a new mail and then editing it?

When I worked with Jira Server v7.x, I found that if users tried to create a new email by using an old email and the forward button, then Jira would see the header of that new email as the same as an email it had already processed, and add the info as a comment rather than creating a new issue.

[Abid Raza]

That's really I don't know. As per the documentation, Emails with a new subject shall create a new JIRA Ticket. Only, Replies to those emails and Issue Key in the Subject can lead to updating a comment in the ticket. 

Is this a bug? Is this fixed in Newer versions of JIRA e.g. 8.20.x?

[Trudy Claspill]

Refer to this section of the documentation:

https://confluence.atlassian.com/adminjiraserver079/creating-issues-and-comments-from-email-950288929.html#Creatingissuesandcommentsfromemail-issuecommentcreationIssue/commentcreation

The subject  of an email message is examined for an existing issue key:

• If an issue key is found in the subject, the content of the email message's body is processed and added as a comment to the issue with that issue key.
• If an issue key is NOT found in the subject, the in-reply-to header  is examined:
  • If the email message is found to be a reply to another email message from which an issue was previously created, the body is processed and added as a comment to that issue.
  • If the email message is NOT found to be a reply, a new issue is created.

If your users are using a pre-existing email to create the new email Jira could be reading header information in the emails and from that determining a comment should be created instead of a new issue.

I recommend the next time a Comment is created instead of a new issue you should speak with person who sent the email and find out more details about how they generated that email.

[Abid Raza]

Thanks...