Mail Handler not creating comment

Question

I have set up the mail handlers and it creates a new issue. I have a problem with creating comments  from mail handler, only in the next scenario.
I send an email to Jira and mail handler creates a new issue.
Then I relpy to the email, just adding adtitiona info, and I get a new issue, but I want that it creates a comment. Is there any way to create comment for this scenario?

Victoria W · Answer

@Krylov Sergey I have had the same issue for a while now but was finally able to get this to work for me by confirming the email that was replying (to add a comment) had access/license to Jira. My emails originally did not match exactly because of how our accounts are created. Maybe something you could check/try if this is still an issue for you?

Krylov Sergey · Answer

Hi @Ravi Varma

Here is description from the atlassian confluence:

The following points describe how Jira processes each incoming email message and determines how its content gets added as either a comment to an existing issue or a new issue altogether.

* The subject  of an email message is examined for an existing issue key:* If an issue key is found in the subject, the content of the email message's body is processed and added as a comment to the issue with that issue key.
* If an issue key is NOT found in the subject, the in-reply-to header  is examined:* If the email message is found to be a reply to another email message from which an issue was previously created, the body is processed and added as a comment to that issue.
* If the email message is NOT found to be a reply, a new issue is created.

I guess the bold text, it is my scenario and it doesn't work. May be I understand it in a wrong way.

Ravi Varma · Answer

Hi @Krylov Sergey,

Let me explain the flow:

* Define the mail handler
* Send an email to the designated email address configured in the mail handler
* Jira sends out an issue created notification to your mail address
* Respond back to notification sent in Step3 above.

Please note:

* When JIRA sends notification in Step3 above, the subject line of the said notification contains the JIRA issue key, which is later used by JIRA for identifying the issue.
* You should never be communicating with JIRA by resending the mail. Ideally, you should be using the notification email that was sent by JIRA.
* If you are not receiving the issue created notification from JIRA then you should look at the project's Notification Scheme as well as enable Outgoing Mail in JIRA

Regards,

Ravi Varma