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Adding a comment via email

Abracadabra

Until recently, everything worked well - comments were created via email. Now this has stopped working. In Administration > System > Incoming Mail configured mail handler "Add a comment with the entire email body". In the log file "atlassian-jira-incoming-mail.log" errors:

"ERROR [org.com] Caesium-1-4 anonymous EmailHandlers EmailHandlers[10001]: Could not find a corresponding issue to comment and 'Create a new issue from each email' is not selected."

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Brant Schroeder

Have you made any other changes to the server configuration, specifically to user directories? Have any changes been made to your Jira email account that individuals are sending emails to?

Abracadabra

No, I didn't make any changes. Just installed add-ons "Automation Lite for Jira". I tried disabling it, but nothing changed. Now, when adding a comment, if I specify the "Issue key" in the email subject, a new ticket is still opened.

Brant Schroeder

Just to be clear.

You have an instance of Jira Service Desk
Everything works as expected for sometime
No changes were made to the server or to any configuration
You installed automation lite for Jira and emails coming into the service desk began failing

Do you have an email address setup as a channel on the service desk? Is this email address different from the Jira email handler? Have any changes been made to your email accounts? (Outside of Jira, mail server upgrade, etc)

Abracadabra

Hello Brant!

Thank you for your response!

We have Jira Service Desk Server installed.

I can't say about the cause of the failure - it's Automation lite for Jira or not. But this was the only configuration change recently. We launched JSD on July 1, 2020 and everything worked fine. Our email address is the same for both channel and email handler. And there are no problems except adding comments via email. We have our own mail server and we haven't made any changes recently

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