email updates to issue are creating new issues

Question

I have configured JEMH to do the various things needed to create a new issue on receipt of an email from a non-jira user, store their email and so on.  That is all fine.

The problem is that if I then send an email from the system to the user that raised the issue, when they reply to that email we get another issue create an opposed to an update/comment on the original issue.  I'm pretty sure I've configured something wrong, or rather haven't configured something that I should have, but I'm stumped to know what it is.

Thanks.

unknown · Answer

One possibility is that it isnt a JEMH handler doing this, ensure ther arent other mailhandlers configured instead?  There could be a permissions issue, its hard to say.

Check Audit History, if an email has been processed by JEMH it will be listed there.  The audit history interface is currently only really useful to find recent events.

You can confirm expected behaviour by creating a JEMH Test Case.  Set the sender email address to match your user, put the issue key in the subject, and run the Test Case against your Profile, what is the result?  If it works, likely para1 is the problem.  If not, more information should be available.  In which case, please raise a support ticket so I can help you further;

- https://thepluginpeople.atlassian.net/browse/JEMH

Angelo Dalli · Answer

Hi Andy,

Yep I get your point.  The problem is that the email goes out with the correct issue key, the receiver replies to that message (the subject field still conating the issue key, although Re: is now appended to the front of the subject) and I still get a new issue created.

and ideas?

thanks

unknown · Answer

Notifications from JEMH that relate to issue changes should always have the issue key in the subject.

JIRA has thread tracking such that if an email is used to create an issue, replies to that email that are at some point picked up by JIRA, will be re-associated with that original issue.  In the case of a single email TO a remote party, that never happened, so without an ABC-123 issue key in the subject to indicate where it should go, JIRA/JEMH will not be able to figure out where it should go.  If you are sending such disconnected messages, the easiest solutoin is to set the issue key in the subject so replies get processed correctly?