I've written an custom email handler like documentet here: https://developer.atlassian.com/server/jira/platform/creating-a-custom-mail-handler-for-jira/ - in order to convert any email response written by an agent into an internal comment.
I experienced a strange behaviour: 90% of the comments are converted into internal comments, as supposed. "Sometimes" there are also public comments created, which is an unwanted and unexpected behaviour.
If I turn on the incoming email debugger and check the logs, it seems that these email converted into public comments are NOT processed by any incoming mailhandler - they do not appear in the logs.
If I configure remote debugging there is the same behaviour - non of these emails causes to jump into the bunch of breakpoints - later the "magically" created public comment shows up on the issue...
Any hints which process could cause the emails to be converted into public comments?
I' working on: JIRA Core 7.10.2, JIRA Service Desk 3.13.2
So with help of the META-INF support I figured out that it was an configuration problem in the end. Seems that I missunderstood the concept of project/email request (as internal JSD mailhandler) and the system/incoming mail handler (as internal JSD) - so if you both have set up for the same emailadress you have 2 concurrent mail handlers setup.
I've deleted the project/email request (configured email) and ignroed the warning "Deleting the email channel means that no more requests will be created from emails sent to email@example.com. Emails sent to this address will not be processed." - as I now have an JETI email handler konfigured which seems to to the whole work...
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