Create a new issue or add a comment to an existing issue - dont work

Question

Hi, I have configured POP / IMAP Mail Servers - It works

also i configured mail handler in incoming mail section and set it as "Create a new issue or add a comment ".

My problem is when I create issue, and mail it to non jira user, and he reply for this mail (with id of issue in the subject) jira is creating new issue (and mail info about this to this mail). Why it doesn't add comment to this issue ? Instead of this, new issue is created ?

Neetu Verma_d9ihg9 · Answer

HI,

Did we figure out a solution for this? I have a similar issue, but mine sometimes adds as a comment but sometimes it is the new ticket.

Help please, this is very critical for our production support team process.

Thanks

Neetu

Darin Hafer · Answer

In my case, I have Jira Server 7.9.2 which is now past end of life.

I have the same issue, using default incoming mail handlers.

* Person sends an email from an external system to an email address.
* Email handler for email address creates ticket just fine.
* Person comments in the external system, which then sends a new email to the email address of the email handler.

Result:

Jira creates a new ticket each time a comment is added from the external system.

This is my email handler config:

So what is it that Jira is looking for, that causes it to add a comment instead of creating a new ticket?

Does it expect subsequent emails to be a "reply" such as having "Re: " in the email subject for example?

unknown · Answer

I had few subjects

first of all i just clicked reply in email so the subject was the same as generated from jira (it has the issue id)

second subject was just issue id or Re: issue_id

everything was creating new issue instead of commenting.

And yes I have only one email handler