How to comment on existing issue using email handler

My use case is:

I am using one mail ID for creating issue. but I don't want to create comment on that existing issue using mail id.

so, Can i user different mail ID for creating comment on existing mail ID. 

If possible then please tell me how to do that.


1 answer

1 accepted

1 vote
Answer accepted

When an email arrives in JIRA, the handlers will try to match up the incoming address to an existing user, and then use a default if they can't find one.

I'm not sure how you'd tell it to "use a different mail id".  I can't work out where or how you'd make the decision to use another default (you'll certainly need to find or write a new mail handler to do it, but I'm not clear on what it would actually be doing)

I am using same mail box to create ticket on both JIRA and HP SAW. it works very well.but my new requirement is to add comment to existing jira issue. but problem is that if i reply to same mail box. so it create comment to JIRA existing issue. but at the same time, It creates new tickets on jira. Is there any way to achieve this.

I don't understand that. 

I can see you're using one mailbox, which is probably a bad idea, as JIRA really on;y works if it has exclusive access - it needs to read and dismiss the emails.  If JIRA is 100% in charge of doing that, your other systems could be losing email.

But I don't understand the "add comment" stuff onwards.  I guess you've set up a "create" handler, but if you need to comment as well, then you actually want a "create or comment" handler.  That will do the job fine, but your original question was about using arbitrary unknown email addresses, not create/comment. 

So I'm very confused on what you're tyring to do.


Hey, I already used create or comment on existing issue handler. there is no any problem with this in JIRA at all,

but I am using one mail box(Email ID)to create issue on both JIRA and HP SAW. My only question is that, can I use different mail for adding comment on jira, so that it will not create ticket.

Or Should I go for two different mail ID's

Ok, you've made this really unnecessarily complex - why would a user want to have to remember that they have to reply to a different email address to make a comment?  But yes, you can do it.

  1.  As per the answer, you need code
  2. You'd be better off with a separate handler for the second email address, and that would avoid code
  3. I doubt your mixed mail box is working


hey Nic,

actually i am trying with single mail to create issues,comments. and its working fine.but I am using same mail id to create HP when I replied to same mail it creates another ticket in HP SAW. and I dont want that. so tell me how to resolve this.

You'll need to change SAW so that it understands when you don't want to create the issues. 

I can't help you with that - the closest experience I've got to it is getting exports when people are upgrading to JIRA.

oh, Thanks man.

It is very helpful for me.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Oct 09, 2018 in Jira Core

How to manage many similar workflows?

I have multiple projects that use variations of the same base workflow. The variations depend on the requirements of the project or issue type. The variations mostly come in the form of new statuses ...

380 views 6 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you