Jira intermittently is creating tickets in response to some email replies in which the Jira mailbox

Question

* We sometimes send emails to a distribution of 1 or more people

* If we cc the Jira mailbox and prefix the email subject field with:

Re: ITHelpdeskxxxxx

* The email contents auto-update the ticket (where xxxxx is the specific number of the ticket in our Jira IT Helpdesk project)

* This email feature worked well up until we upgraded to the latest Jira LTS version, that we actioned in early Feb this year

* Since that upgrade to the latest Jira LTS, we now have an intermittent issue in which some of the replies I receive to such emails I describe, don't auto update the relevant ticket

* Instead we now have an intermittent issue in which some of the replies instead create a new ticket in Jira

* It was interesting to note in the most recent email exchange with this issue, the issue was only occuring for replies from 1 of the recipients and not from the other

* We've since also upgraded the version of Jira core with no noticeable impact to the issue

* Can anyone advise please how we should troubleshoot this particular issue?

Thanks for any help.

Regards,

Steve

S_r3fexp · Answer

Hi Jeroen,

Thanks for your message. To clarify:

* this issue doesn't only occur from 1 user

* the issue occurs with multiple but not all users

The issue is intermittent meaning we have only built a small sample of diagnostic info so far to further drill into (as per what you suggest). While I can't say so for certain so far, I am also curious if this occurs for certain users in certain email threads that are unimpacted in other email threads in which they are in the distribution.

Regards,

Steve

Jeroen Poismans · Answer

Hi,

It's interesting that it happens with replies from only one receiver. I would focue my investigation there:

* Is this user known in your instance?
* Is he a customer of the Service project?
* Does he have other permission settings compared to the other recepients?

Regrads!