Merge Issues by E-Mail-Subject

[Jan Christian Krause]

Dear community,

we are using JEMH and are quite satisfied with. We use it to create issues from mails send by our application in case of system-crash. Because the users retry the crashed feature in the application, we get several mails with the same subject containing the error-code. Is it possible to append these mails as a comment to an existing issue having the same subject or something like this?

Greetings from Hamburg, Germany

Jan Christian

[Andy Brook [Plugin People] · Accepted solution]

Hi Jan,

One of the more advanced Field Processors that are responsible for processing incoming mail into a common format for JEMH use is the Regexp Field Processor. With this feature, it is possible to locate within an incoming email, an ID that is unique to the 'conversation/usse/case/etc' of a remote system. With such an ID, JEMH Regexp Field Processor can store that value in a custom field. New emails (even duplicates) that contain the same ID would then be added to the first issue found with that (unique) value.

There is a tutorial available at:

- https://thepluginpeople.atlassian.net/wiki/display/JEMH/Use+Regexp+Field+Processor

If you do not have a unique ID and only have a basic text subject, this isn't currently handled, I did once implement a subject matching feature but the use and effectiveness of that feature was surpassed by JIRA 5.2.3 Mail Thread management, so it was dropped. If it is still a desired feature, please log a request at JEMH Jira and I'll get to it when I can.

[Peter Van de Voorde]

Could you not solve this problem in your application?

If an email for this problem has been sent less than a specific time ago, don't send a new email?

Just wondering.

[Jan Christian Krause]

Hi Peter,

thanks for your reply. We already thought about this approach. But we believe that this solution would be very time expensive. But even if this would be possible, we won't solve the problem. Every possible time slot we define would end somewhen and then we will recieve another mail producing another duplicate JIRA-issue. This is why we thought about a "merging-approach" in JEMH.

Greetings from Hamburg

Jan Christian

[Andy Brook [Plugin People]]

JEMH could get smarter than just appending a comment, it could check the last comment, body, and if found to be the same, ignore it...

[Jan Christian Krause]

Hi Andy,

I followed the tutorial you mentioned. And as you said, for each equal mail a new comment is added to the issue. How do I configure JEMH to identify same comments and ignore these mails?

Greetings

Jan Christian

[EDIT]

I am sorry. I think this is a new question. So I opened a new topic at https://answers.atlassian.com/questions/207517/mail-2-issue-attach-a-new-comment-only-when-neccessary.

[/EDIT]