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Jira is creating new tickets for each message, even with identical subject

Oswaldo Aguirre

Hi, I need help, I am trying to get JIRA create a new ticket from the first message and then update same ticket with new messages received , even though the subject of each message is the identical.

I first configured an IMAP account, reading from an IMAP folder in gmail, where I moved all the messages related with all the tickets I wanted to try.

After configured the mail handler, to read even the ones with bulk precedence, I got one new ticket created in JIRA from each message, being it related or not, instead of updating the ticket with the same subject

How to check and fix this?

thanks

Accepted answers

All comments

Nic Brough -Adaptavist-

Do the incoming emails contain the JIRA issue reference in the subject?

Are you definitely using a "create or comment" email handler, and not just a "Create"?

Oswaldo Aguirre

Oh, sorry, yes, I created the handler with "create or comment". The emails are coming from an external source of tickets, with subject like:
RE: AB 12345 ABC222333444 - Filer A1B2C3B4 has taken over D5E6F7G8

now we have:

SO-190 - RE: AB 12345 ABC222333444 - Filer A1B2C3B4 has taken over D5E6F7G8

SO-106 - RE: AB 12345 ABC222333444 - Filer A1B2C3B4 has taken over D5E6F7G8

SO-103 - RE: AB 12345 ABC222333444 - Filer A1B2C3B4 has taken over D5E6F7G8

SO-104 - RE: AB 12345 ABC222333444 - Filer A1B2C3B4 has taken over D5E6F7G8

SO-189 - RE: AB 12345 ABC222333444 - Filer A1B2C3B4 has taken over D5E6F7G8

SO-188 - RE: RE: AB 12345 ABC222333444 - Filer A1B2C3B4 has taken over D5E6F7G8

I just replaced the actual numbers with non-disclosure information, but the tickets looks the same.

Nic Brough -Adaptavist-

So SO-190 is an existing issue in JIRA?

Oswaldo Aguirre

I assume it was created by Jira when it connected to the IMAP account and read the messages, we did not create those tickets, they started to appear after I configured the mail handler.

Nic Brough -Adaptavist-

Well, that's what the "create" part of the handler is for, so that's right. But is SO-190 an existing issue?

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