How does email handler update correct Jira Service Desk tickets?

With normal email notifications, the subject of the email includes the issue id in square brackets (ie, [ABC-132]). I've noticed that email notifications from Jira Service Desk don't include this, but instead have the name of the service desk in square brackets. Yet when the user replies to the email, the Jira email handler is still able to add the reply as a comment to the correct ticket.

I'd like to better understand what it's doing to map the email reply to the correct ticket so I can have confidence in how it works.


2 answers

1 accepted


JIRA's email handlers use a number of different things to correlate email back to issues. Standard email headers are the first line of defense—it uses the In-Reply-To and References headers defined in RFC2822. If those aren't present or don't map to an issue then it looks in the subject for an issue key.

Hope this helps,


JIRA Service Desk

Thanks Justus. Do you know if this process is documented anywhere? I'd like to better understand it.


No, it isn't documented anywhere that I'm aware of. The best I can offer is that the source code is available to everyone with a full license of Atlassian products and the code is in the AbstractMessageHandler.


JIRA Service Desk

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