creating issues and comments from email

[Tim Fricke]

Is there a way to ensure that comments/updates are added to existing issues versus having a new issue created every time a comment is made? The handler that I have selected is "Create a new issue or add a comment to an existing issue" – is there another handler that I should be using?

The attached screenshot highlights that Bug #22 has 11 separate instances.. Help!

Screen Shot 2015-08-20 at 1.11.18 PM.png

[Tim Fricke]

Is there a recommended best practice to mitigate duplicates since this will be used by customers as well as sales teams?

[Nic Brough -Adaptavist-]

Always refer to issues by their JIRA id, not some arbitrary number that doesn't mean anything to JIRA.

[Jaime S]

Also, Tim, if you set up your notification schemes correctly, if your users reply to the notifications, the subject should contain the issue key and a comment should be created instead of an issue.

[Tim Fricke]

For internal teams that makes sense, but how would a customer know what JIRA id to input? The customer piece is where I'm getting hung up. Does that make sense?

[Nic Brough -Adaptavist-]

Yes. But where does the customer get "bug 22" from? If they're inventing numbers, you're likely to be a bit stuck at first, but you could change the procedure of feedback - "Thanks for raising your bug 22, we have it logged as PROD-34"

[Nic Brough -Adaptavist-]

You need the email subjects to contain the issue id.  Bug #22 is just a string that doesn't mean a lot to JIRA.  If your users had included PROD-36 in the subject, it would be able to match them to the issue.