Until recently, everything worked well - comments were created via email. Now this has stopped working. In Administration > System > Incoming Mail configured mail handler "Add a comment with the entire email body". In the log file "atlassian-jira-incoming-mail.log" errors:
"ERROR [org.com] Caesium-1-4 anonymous EmailHandlers EmailHandlers: Could not find a corresponding issue to comment and 'Create a new issue from each email' is not selected."
Just to be clear.
Do you have an email address setup as a channel on the service desk? Is this email address different from the Jira email handler? Have any changes been made to your email accounts? (Outside of Jira, mail server upgrade, etc)
Thank you for your response!
We have Jira Service Desk Server installed.
I can't say about the cause of the failure - it's Automation lite for Jira or not. But this was the only configuration change recently. We launched JSD on July 1, 2020 and everything worked fine. Our email address is the same for both channel and email handler. And there are no problems except adding comments via email. We have our own mail server and we haven't made any changes recently
Great thanks for the information. Can you confirm this is what is happening.
Can you also check something for me.
Thanks for the support!
In steps 1-5, everything is fine. The agent's correspondence with the customer via email is carried out in normal mode.
I am interested in such a case:
1. Customer creates a ticket via email
2. In the "Cс" field of the email, customer specifies the employee to approve
3. This employee should receive the email and add a comment via email.
In Administration > System > Incoming Mail configured mail handler "Add a comment with the entire email body". In the documentation
written "This message handler creates a comment based on the entire body of the email message received. The issue to which the comment is added is chosen from the first issue key found in the email subject."
I specify "issue key" in the subject email, but the comment is not added, but a new ticket is created.
My task is to add a comment to the ticket via email by an employee to approve (he is neither a customer nor an agent).
In Jira Administration -> Application -> Email Request i click the "Test" button and get a message:"No problems found with email settings configuration.Successfully connected to the specified email server."
Thank you again!
So, anybody recall what this actually ended up with?
Was a reason spotted somewhere?
I am trying to figure out a similar problem here, where the Incoming Mail handler refuses to find corresponding issues to comment on - even if the [exisiting] ticket number is clearly shown in email subject.
We have ServiceManager and Automation/Scriptrunner installed too, if that is relevant.