Duplicate ticket getting created , when we reply back to jira email instead of adding in comment

Question

Instead of adding as a Comment, new ticket is getting created when we are reply back to email .

If we are adding ticket id in the subject it is adding in the comments.

Without ticket id , if same summary /same subject line how to add email reply as comment ?

Jira server : 8.20.10 version 
Mail handler : JEMH

Ryan Clifton · Answer

Hello @RDK Central ,

As mention by @Deepak Jain  Mail Handlers are configured by default to search for the Issue Key within the Subject of the email.

By default JEMH is configured to also check if there is a Message-Id within the References or In-Reply-To header that matches an existing issue.

With that said, within JEMH there are some scripting features that allow for custom conditions/features to be implemented. This means that you could have a script that creates a Hash of the email subject and then search for existing issues that has the same Hash value stored within a Custom Field on the issue.

For more info about one of the JEMH script features see:

https://thepluginpeople.atlassian.net/wiki/spaces/JEMH/pages/227115013/Use+Script+Field+Processor

If you require any further assistance then feel free to contact The Plugin People (JEMH vendor) Support by either using the Customer portal or through email to "support@thepluginpeople.com"

Customer Portal: https://thepluginpeople.atlassian.net/servicedesk/customer/portal/1

Regards,

Ryan (Plugin People Support)

Deepak Jain · Answer

Hi @RDK Central ,

The mail handlers are built to comment when they get an email with an issue key in the summary that they can match to an existing issue, and otherwise create a new issue. They're not built to de-duplicate because a lot of users don't need or want that, they rely purely on the issue key.

The mail handlers that ship with Jira do not care what the subject line looks like beyond looking for the (first) issue key it finds in the subject.

Hope this helps !!