Mail handler downloads gmail conversation as separated tickets

lziegler

Here's my setup:

- Jira checks my GMAIL every 5 minutes, since I want to keep a copy of the email in my inbox I setup JIRA to look for my Tickets folder which in gmail is named as labels.

- The problem is, I can't mark one email only with the "tickets" tag. Gmail marks a whole conversation with a group of emails.

- Let's say in the group of emails marked as tickets all subjects are the same. The only difference is that the subject sometimes starts with "RE:" or "FWD:".

- In JIRA email handler I have chosen "Create issue or add a comment to" expecting that when the title is the same it would create a ticket and then add the following emails with the same title as comments to it. Isn't what it was supposed to do?

- The way it acts now is creating a ticket for each email, doesn't matter if the title is the same. So a conversation of 6 emails become 6 tickets instead one ticket and 5 comments

unknown

Gmail isn't your ticket management system, JIRA is. Gmail is your mailbox, through which JIRA sends mail and pulls replies. When JIRA issues notifications, they get the issue KEY. When users reply, those replies go to the mailbox, with the KEY in the subject.

Subject matching isn't done in the create/comment handler. The way most handlers work is to expect an issue KEY in the Subject.

Subject matching is not an exact science, and with large numbers of users, will eventually end up with numerous 'password expired' comments on a monday morning! Despite that, this is something I'm thinking about adding subject matching to JEMH, which does a couple of extra things.