Email replies to request after KEY change

Question

Hello Community,

I am struggling to find information about how does email replies to Jira Service Management requests behave after a key change?

This is also something which is tricky to test on TEST environment where we have outgoing mails disabled for obvious reasons.

My question is:

If the key is changed eg. from ABC-123 to XXX-123 for Service Management project, will email replies with original key ABC-123 come to new XXX-123 as it is supposed to? Is this key reference which is still present in Jira applicable also for email communication and mail handler processing?

Many thanks,

Magda

John Funk · Answer

Hi Magdalena - Welcome to the Atlassian Community!

If you do a search on the original key, Jira should direct you to the new issue. That being the case, I would think that what you are asking should work. But, give it a try and see.

Rebekka Heilmann (viadee) · Answer

Hi @Magdalena Lemur and welcome to the Community!

Uuh. Interesting question, that I don't have an answer for straight away.

I know that changing the project key will create an entry in a mapping table in in the database (or at least that was the case for Server/DC) so old key references will always be able to be mapped to the new key. Not sure if that applies to the Email side of things.

If you're not getting a solid answer in the next couple of days make sure to ping me with an -mention and I see if I can create a test scenario!