Jira Created a ticket instead of a comment

[Ryan L]

I am using JETI to do an approval system for Jira requests, where the e-mail goes out and the user responds based on pre-defined links in the e-mail. The link creates a new e-mail with the issue key and either Approved or Rejected

The new e-mail that generates for them to respond, which has the issue key in the subject. For some strange reason one of the tests created a new ticket instead of putting in a comment. I need to make sure 100% this doesn't happen again. This happened during the demonstration to the stake holders and really put a bad image on the setup. 

I have not set JETI as the mail Handler, this is still the default Mail handler that comes with Jira, nothing else 

[Thomas Deiler]

Dear @Ryan L,

the default behavior of Jiras Email handler is for any incoming mail, regardless which email handler was setup:

1. Check the subject for Jira key.
2. If found, add the body as a comment to that issue - if the reporter (sender) has comment rights.
3. No key found - then a news issue is created depending on the email handler - if the reporter can create issues.

So long

Thomas D

[Ryan L]

Hi Thomas

The e-mail Subject has the issue Key, When using the check permissions it says the users has add comment rights. 

To be safe should i set it so "Anyone" has comment rights?

[Thomas Deiler]

Dear @Ryan L,

anyone means logged-in users. yes, why not. Anonymous commenting is not possible.

So long

Thomas