When users reply to an e-mail, it creates a new JIRA ticket.

[xela citnad]

Scenario:

-Have a current JIRA project.

-Currently using the Next Gen Mail Handlers.

-Users create usually create JIRA tickets by sending an email to a specific address & it automatically creates the ticket in JIRA.

-However, if someone CC'd on that e-mail chain replies to that e-mail, instead of their reply being added as a comment on the ticket, it creates a whole new one.

-Attached is how the current config looks like.

-I've tried a few things with the IF...Add comment statements, but can't get nothing to work.

-If anyone can help, it'd greatly be appreciated because multiple tickets are being opened when they should just be comments.

[Jack Brickey]

If the CC user replies to the initial email and not to one of the notifications sent by Jira then it would create a new ticket. The subject of the email needs to have the issue key in the subject. Can you assess your scenario under this info?

[xela citnad]

Jack, that is what's happening:

-User 1 will send an e-mail to create a new ticket.

-At the same time, JIRA emails a notification that a new ticket has been created by User 1.

-However, the people that are CC'd find it easier to reply to User 1's initial/original e-mail & in turn, creates a new ticket instead of adding it as a comment to the ticket.

-The JIRA email notifications are sometimes overlooked by the users.

Is there any possible way to change this behavior?

[Jack Brickey]

there isn't any way to prevent JSD from creating a new issue. The best thing to do is to close these issues as duplicates and mention the original in the closed issues.

[xela citnad]

Thanks for the reply.  I think we can work wit that (having users reply to the Jira notification email that a ticket has been created).  However, for us, this is how it's usually done:

-A user sends an e-mail to a universal e-mail we create for a JIRA project.

-This automatically opens up the ticket in JIRA.

-However, when JIRA notifies us & emails us that a ticket has been created, is there a way to have that universal e-mail automatically CC'd so that they can just reply to the e-mail & it'll leave the comments as expected.

-I already tried this as a test, but it would be a hassle for the first person to have to add/CC the universal e-mail so that the e-mail chain can begin.

-Or is there another way you recommend for what we're trying to accomplish?