[JIRA] tag in subject line

[Stephen Howes]

We are using the cloud version of Jira

When Jira sends an email to a customer it tags it with the [JIRA] tag eg

[JIRA] KRSD-1147 Label not printing

However some of our customers have scanners on their mail servers that mark emails coming from outside their organisation with tags like [External] and removes any previous tags in square brackets. so the email the customer sees is

[EXTERNAL] KRSD-1147 Label not printing

Consequently when they reply to the ticket the Jira mail handler doesn't recognise the tag and so the comment does not get added to the ticket.

Bearing in mind we are using the cloud version of Jira - Is there any way we can change the tag on the outbound email to something like <JIRA> to make it more distinctive and then have Jira recognise the <JIRA> tag on any reply?

thanks

Steve

[Jack Brickey]

So on Cloud you cannot modify this unless something has changed. Note you must have the issuekey in the subject for Jira to recognize the issue and place a comment rather than creating a new issue. The [Jira] is not required for this to work but I don’t think this can be removed but will take a closer look.

[Stephen Howes]

Thanks for your prompt reply

When a reply gets processed, does it just look at the subject line for the issuekey  or is there any other metadata in the mail header that gets looked at?

If you look at my example above the customer's mail server is just replacing [JIRA] with [EXTERNAL] but leaving the issuekey in place but for some reason Jira is still not attaching the reply to the ticket. (Which led me to think that the [Jira] tag was required)

However, even if the customer manually changes the subject line and puts the [JIRA] tag back in its still not getting added to the ticket so I suspect that there is something else going on thats causing it not to be processed.

Thanks

Steve

[Jack Brickey]

Great question Steven and unfortunately I have a mixed answer for you. For some time now I have understood and believed that there was metadata in the header in conjunction with the issuekey in the subject. In fact I had a discussion with an Atlassian on that very topic. Having said that I ran into a situation recently while setting up a JSD project where I saw a comment being added to an existing ticket in a different project resulting from a new email sent to the new project that simply had the issuekey in the subject. This however, is now a bug listed with Atlassian. 

given your results I would say the meta is coming into play. You might reach out to Atlassian Support for more but I expect it will not change the outcome only the awareness.

[Stephen Howes]

Thankyou Jack,

I'll leave this issue open in case someone else has anything further to add but I expect that this cannot be an isolated case as a growing number of organisations seem to be scanning and marking emails coming and going into/out of their organisations..... especially in government/public sector  where there is a requirement to implement  'restrictive marking' of documents.

[Diego Torres]

Hi Stephen, Jack, 

I have that problem right now. For example, when a client responds to us. Jira creates a new ticket via email. It only happens with the domain of this company, with the other companies it does not happen. Just add the comment to the ticket

Really strange,

In 2023 do you have any workaround? 

Regards!

[Logan Bruyr-Geist]

I have this problem right now as a B2B partner with a company that uses JIRA. JIRA changes every subject line in our tickets with them. This means their responses to our tickets are funneled into creating a new ticket. It's peculiar that a platform would have this fundamental feature that makes it incompatible with other platforms.