Comments From Email

Question

JIRA OnDemand has a default mail handler called 'Comments from Email' using the 'Studio Email Handler' (whatever that is). I've replied to an email I recieved when a comment was added via the website, but the comment I made in the email response never showed up in JIRA.

Does a seperate mail handler need to be setup? Seems this should work by default from the start...

Jeremy Smith · Answer

I've noticed a lot of the documentation makes no clear indication of which version it applies to.

Renjith Pillai · Answer

I guess the first two points in 'Common Problems' sections are not applicable in OnDemand.

AgentSmith · Answer

Greetings,

You will need to edit the "Comments from Email" mail handler.  There is a drop menu with option but by default it does automatically append comments. I attached a screenshot for reference.

If interested, for reference, I have included a how-to link that describes the overall process:

https://confluence.atlassian.com/display/AOD/Creating+Issues+and+Comments+from+Email

An excerpt regarding common issues:

Common problems

* If JIRA does not appear to be creating sending emails or creating issues and comments from email, your JIRA instance could be experiencingOutOfMemory errors. Pleasecheck your log filesfor OutOfMemory errors. If there are OutOfMemory errors, please restart JIRA andinvestigate the errors.
* If you find some incoming emails simply disappear, check that you have not accidentallystarted a second copy of JIRA(e.g. in a staging environment) which is downloading and deleting mails. See theDisable email sending/receivingsection of theRestoring Datapage for flags you should set to prevent mail being processed.
* If replies by email of JIRA's notifications list JIRA's SMTP server rather than the configured handler POP account (ie, in Outlooks' 'Reply-to' functionality), the project needs to be configured to add a 'reply-to' header in outgoing notifications. This can be configured in the project view for that particular project in JIRA's Administration.
* If HTML/Rich Text formatting is not being process correctly by JIRA, this is an expected behaviour. The email comment handler was designed to do plain text conversion.

Aside from that, I also included an FAQ specific to not receiving email notifications:

https://confluence.atlassian.com/display/ONDEMANDKB/Not+Receiving+Email+Notifications+in+JIRA+OnDemand

I hope this information was helpful and allows you to proceed.

Cheers,
Jason | Atlassian