nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

JIRA Incoming Email Handler does not create new issue, and replies with existing issue ID.

unknown

We found that sometimes incoming email did not actually get created as a new JIRA issue. Instead, JIRA (5.1.3) replies with an email stating that a new issue is created, but the issue id in the reply mail belongs to an existing issue.

In the latest case we saw, the issue id in the reply mail is of an issue created 30 days ago. So, effectively apart from the email, the new issue is lost from JIRA.

How does the email handler find project's latest issue id to create a new issue? What do we need to do to troubleshoot this?

Accepted answers

All comments

Julia Levcovets

Hi Tosak, check this one - https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email

check if you can create comment in specific issue with email body.

Nic Brough -Adaptavist-

Jira's standard incoming mail handlers look for an issue ID in the subject first. So if you send Jira an email with something like "About that Jira issue ABC-123", then (assuming ABC-123 is an issue) it will attach the mail as a comment.

If it cannot make that association, then it creates a new issue in the project you have configured the handler to put the issues into. The system uses the same code as a human typing a new issue in - it get's a new issue id allocated in the same way all the other "create issue" methods do.

But I thnk you mean you're just getting comments on issues.

unknown

Thanks Nic. I'm looking at mail handler creating new issue. I doubt that it gets the latest ID the same way Create issue function does.

Or if it does, then it wouldn't agree with the fact that the (supposedly 'new') issue ID (shown in the automatic reply when issue created) is in fact an ID that was used 30 days ago.

What I'm trying to understand is how could an old ID gets picked up by the mail handler. Is there any reference table that keeps the latest ID?

Nic Brough -Adaptavist-

It gets a new number in exactly the same way create issue via the ui does.

I think the problem is before the create, it's the decision on whether to call "create" or "comment", it's never getting to "create" because it's picking up the email as a comment.

I'm not clear on exactly what you are seeing here though - could you lay out the results of some basic testing and tell us what mail handler you're using and how it's configured?

unknown

Ok. Here's the initial email sent to the mail handler. EXTELSUPPORT is the inbox that mail handler has access to.

------------------------

From: Morozova, Marharyta
Sent: 30 May 2014 09:45:13 (UTC) Dublin, Edinburgh, Lisbon, London
To: EXTELSUPPORT
Subject: IBR for firm ID 13461

Hi Chris,

Could you please move start/end date for the below Surveys to the future

Research Vote 2014 Survey
Execution Vote 2014 Survey

Could you please attach the following sectors to region Global

Equity Research

Global Strategy

UK Small & Mid Caps

Thank you,

Margarita

-------------------------

And here's what JIRA replies:

-------------------------

From: Marharyta Morozova (JIRA)
Sent: Friday, May 30, 2014 3:47 PM
To: Hellen, Chris
Subject: [JIRA] (EXTEL-1059) IBR for firm ID 13461

Marharyta Morozova created EXTEL-1059

IBR for firm ID 13461

Issue Type:	Story
Owner:	Chris Hellen
Attachments:	image001.gif
Created:	30/May/14 4:45 AM
Description:	Hi Chris, Could you please move start/end date for the below Surveys to the future · Research Vote 2014 Survey · Execution Vote 2014 Survey Could you please attach the following sectors to region Global Equity Research Global Strategy UK Small & Mid Caps Thank you, Margarita
Project:	Extel
Priority:	Major
Reporter:	Marharyta Morozova

-------------------------

The id EXTEL-1059 in the email was used on May 2. The latest one at the time of this email was EXTEL-1135, which was supposed to be for this issue.

As for the email, the link EXTEL-1059 actually lead to old EXTEL-1059 on JIRA. So this email from Magarita was never actually created as a new issue.

SiteMaker Software

Bump. We are encountering this issue on our JIRA instance. On-premise v 6.3.11.

Tickets created through Incoming Email reuse existing ticket numbers. Apart from the email response notifying us that a ticket was created, the issue is lost. In this case:

A Ticket mailed in last night was assigned issue number of SYS-9185.
SYS-9185 was created 18-Sep-14 and closed 22-Sep-14.

More information:

Tickets created through UI are not affected (now up to SYS-9702).
This occurred before for different issue numbers. A JIRA restart temporarily resolved the issue.
The incoming emails do not contain any numbers in the subject or body so this isn't JIRA trying to parse for existing issues.
Nothing in the log file to indicate a problem at the time emails are received.
Tickets seem to be created in series using a stale 'next ticket' counter. Tickets 1, 2 and 4 in this screenshot are created through email, and have all existed for several months. Ticket 3 was created on the UI.

Selection_017.png

Nic Brough -Adaptavist-

I don't understand the question - you can't "reuse" numbers in JIRA, they're unique. What do you mean by "reuse"?

SiteMaker Software

You don't seem to have read my message, or any of the thread. Ignoring your question.

Nic Brough -Adaptavist-

I have read it, and it is totally unclear. Ignoring requests for clarification is not going to get you any help. What does "reuse" mean? What *exactly* is happening here - you send Jira an email, and you get what? I can see you get a response mail, but what does "the ticket gets lost" mean? What mail handler are you using? What does the log say?

Mezzanotte

Anybody has any clues about this error? I'm facing exactly the same problem and we are stuck because we can not apply the service desk in our clients.

Thanks,

Mezza

Nic Brough -Adaptavist-

You'll need to work through the same process as above - what *exactly* is the configuration of the email handler. What *exactly* is the subject of the email you think is triggering the mail out, and when is it happening?

Mezzanotte

Hi Nic, I forgot to detail some things. My problem is exclusively with the Service Desk plugin. In this case I have no handler configured, because i think Service Desk do it automatically under the hood when we had configured the project. The subject of the e-mail does not matter in my case. Sometimes all works fine, then suddenly the error begins. For example: we have a Service Desk project with a project key named SD. Our last issue is SD-18. If i try to open a request by e-mail, JIRA returns an e-mail to me telling that the new request is SD-12. If i send another request, now it tells me that it is the request SD-13. It seems that JIRA is using a different counter for issues opened by e-mail and nothing happened (no issue is created and no comment is added). If I try to open an issue manually via JIRA everything works fine. It's very weird.

Mezzanotte

I tried to reindex JIRA, but the error persists.

Wade Burgess

I am running across this very same issue. Was a resolution ever found? Sometimes, when my customers email to create an issue, the response they receive provides an issue key that has already been used and also the link provided points to the earlier issue, which may or may not already be closed. It seems that half the time or more, the email creates an issue correctly, but certainly we are experiencing intermittent problems, as described in the initial post/question.

Ethan Foulkes_lfx8et

Hi Wade,

We are encountering same exact thing. Did you have any success finding a solution elsewhere than this thread?

Wade Burgess

We did not find anything, and the problem seems to have gone away.

Ethan Foulkes_lfx8et

Glad to hear for you Not very helpful for us =P

Thanks for replying Wade!

Arno Schoenmakers

Same problem here; email created issues in the Service Desk get issue IDs that were already used weeks ago. Anybody already have a clue how to solve this? This is so annoying and makes the JIRA helpdesk tool look really bad in our user's eyes.

Volodymyr Havryliuk_bmd2lt

Please, check, whether you staging Jira doesn't have same mail handler configured.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira

mail-handler

jira-administration