A new ticket opens when a comment arrives

[A S]

We connected our network monitoring system to Jira (Jira SD next-gen) via email. The monitoring system only reporting issues to the Jira and don't accept emails from Jira (one-way communication). The system receives emails with both new problems and state changes (increasing, decreasing priority, or issue-resolving). Both types of emails have the same email subject, which reflects on which network area the problem occurred/was fixed.

Here is the problem: Jira opens a new issue for each email from the monitoring system, but does not add comments to those already open. But if the same email comes from my test email, then the system makes comments. 

I assume the problem is in Mail Handler settings, how it should be configured? One email handler is now configured - Cloud Email Handler? What are the recommendations for setting it up?

[Trudy Claspill · Accepted solution]

Welcome to the community.

Are you using a mail handler configured in JIRA Admin Settings > System > Incoming Mail to create issues in a JIRA service desk project?

This page has a section titled "Issue and Comment Creation" that describes how JIRA processes the emails to determine if a new issue should be created or a comment added to an existing issue.

Creating issues and comments from email 

Is the header of the email coming from the monitoring system different each time? If there is no "In-reply-to" header on the email, JIRA my interpret it as a new issue. Or, is the sender's email differing with each email or the subject changing for the emails from the monitoring system?

Alternately, Jira Service Desk projects have a separate email handling system. Documentation on that can be found here: https://support.atlassian.com/jira-service-desk-cloud/docs/receive-requests-from-an-email-address/

[A S]

Thanks!

We use a single email "support@company.com" to collect all events from the monitoring system. 

The monitoring system generates emails that correspond to the network event. The subject of such an email corresponds to the network object on which the event took place. The content of the email contains a description of the event, which begins with the priority of this event (Critical, Warning, Recovery). I assume that all the emails that receive support do not have "In-reply-to", and I am going to check this.

Unfortunately, the monitoring system cannot insert Jira issue number into the email subject. But tests from a regular emailbox worked without it.

[Trudy Claspill]

At my previous employer we used JIRA Server and had a similar problem with emails being generated automatically and sent to our JIRA email handlers. We found there was some difference in the Header of the email that caused JIRA to evaluate it as a new message, but I don't remember the details unfortunately.