Creating comments from email sent to BCC not working

Question

I know that we can add comments to ticket by emailing them. I've done this, and it works for us.  My issue is, the comment only gets added if the jira@email-address is in the TO or CC.  If I put it in the BCC the comment doesn't get added.

The use case: I'd like to send an email status update to customers, and have it logged in the Jira ticket, but I want the JIRA@email-address hidden in the BCC so if the customer replies it does NOT get added as a comments.

Cree Myers_ztvsla · Answer

I think I found a bug.  I created a new handler and BCC worked... until I set it to "Add a comment before a specified marker or separator in the email body".  That's it, nothing more. I didn't even add the Sptil character.  Anything after that setting is in place, no matter what I do, BCC no longer works until I delete and re-create the handler.

Cree Myers_ztvsla · Answer

Thanks for the reply. Yes, It is set as described.

I've sent 3 separate email tests.

1: with jira@email in the TO
2: with jira@email in the CC
3: with jira@email in the BCC

The TO and CC always work.  The BCC has yet to come thru in any configuration setting I've tried.

Mirek · Answer

Hmm.. From what I see you are using Cloud and actually the BCC should work there also, at least I am not aware that it would not work..

Do you have Catch Email Address set as described in

https://confluence.atlassian.com/adminjiracloud/creating-issues-and-comments-from-email-779288896.html