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Adding a comment via email

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 [] Caesium-1-4 anonymous EmailHandlers EmailHandlers[10001]: Could not find a corresponding issue to comment and 'Create a new issue from each email' is not selected."


1 answer

0 votes
Brant Schroeder Community Leader Sep 10, 2020

Have you made any other changes to the server configuration, specifically to user directories?  Have any changes been made to your Jira email account that individuals are sending emails to?

No, I didn't make any changes. Just installed add-ons "Automation Lite for Jira". I tried disabling it, but nothing changed. Now, when adding a comment, if I specify the "Issue key" in the email subject, a new ticket is still opened.

Brant Schroeder Community Leader Sep 11, 2020

Just to be clear.

  • You have an instance of Jira Service Desk
  • Everything works as expected for sometime
  • No changes were made to the server or to any configuration
  • You installed automation lite for Jira and emails coming into the service desk began failing

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)

Hello Brant!

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

Brant Schroeder Community Leader Sep 14, 2020

Everything worked fine up until you installed automation lite for Jira.  You have since removed this.  Have you tried bouncing the service/server?

I tried disabling the "automation lite for Jira" temporarily but it didn't help. I cannot uninstall as this add-on is actively used. Sorry, but I did not understand about "tried bouncing the service/server"(( I rebooted the server.

Brant Schroeder Community Leader Sep 14, 2020

Great thanks for the information.  Can you confirm this is what is happening.

  1. Customer Emails Service Desk.
  2. Service Desk Creates Issue.
  3. Agent Posts Comment and Email is Sent to Customer.
  4. Customer Responds to Agent Through Email.
  5. Customers Email Fails to Post on Issue and Error is Recorded in the Logs.

Can you also check something for me.  

  1. Go to Jira Administration -> Application -> Email Request
  2. Find the email address and click the test button.
  3. Also click the view log button and review the processing log. (What information do you see here)

Hello Brant!

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. 

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