How to process email replies to closed requests as new requests

[Nicole Baumeler]

Hi all

Along the Atlassian Jira KB (see below) it is possible to prevent customers from adding comments to closed tickets, while a new ticket would be opened instead.

Unfortunatly the creation of a new ticket is not working.

Any help on this?

How to process email replies to closed requests as new requests | Jira | Atlassian Documentation

[Kseniia Trushnikova]

Hi @Nicole Baumeler,

Are there any errors in the atlassian-jira-incoming-mail.log file?

Are emails still being added as comments to closed tickets at this time? Or are no new comments or new tickets being created?

[Nicole Baumeler]

Hi @Kseniia Trushnikova 

The only information found are like these which is expected by the status permission setting:

SECRES-32297 [c.a.jira.security.WorkflowBasedPermissionManager] ADD_COMMENTS not granted by 'denied' workflow permission
SECRES-32297 [c.a.jira.security.WorkflowBasedPermissionManager] ADD_COMMENTS granted by permission scheme but DENIED by workflow

No, there is no update on the issue.

[Kseniia Trushnikova]

@Nicole Baumeler, perhaps, something's wrong with the mail handler?..

Do you use the handler Create a new issue or add a comment to an existing issue?

[Nicole Baumeler]

We have Jira Service Managment Serverm (not cloud) and we use 

Next-Gen Mail Handlers

The MH looks as follows

[Kseniia Trushnikova]

@Nicole Baumeler, looks like you're using the Email This Issue add-on. I am not sure if the guide you linked applies to this add-on configuration.

I'd recommend to contact the add-on support regarding this matter.

If it's possible, try to configure a new mail handler with the Jira system type "Create a new issue or add a comment to an existing issue" to see if that works.

[Nicole Baumeler]

@Kseniia Trushnikova 

We can not use JETI and a Jira System Mailhandler in the same system. 

Do you probably have any suggestion to send a notification to the reporter by Jira Automation?

[Kseniia Trushnikova]

@Nicole Baumeler, yes, you can send emails to Reporter of a ticket. Check out the Automation templates as reference for your rule: https://www.atlassian.com/software/jira/automation-template-library/rules#/rule-list

Under what conditions do you want to send email notifications?

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You can also try to create a rule for new ticket creation from comments in closed tickets. Here's my rule, it might be work for you:

[Nicole Baumeler]

@Kseniia Trushnikova 

Thank you Kseniia that idea is great and I already went for kind of the same :)

The problem is, the rule is never triggered!

I assume, as we don't allow comment updates on any closed tickets (see KB below and in my first post), the rule can not hit, as the comment is not added to the closed ticket, right?

What troubles me most: we had the "jira.permission.comment.denied" on the workflow status "closed" in place this year and the customer was informed by automation!

But just this week I realized, the setting has been gone and updates on closed tickets were possible again without the customer has been notified.

[Kseniia Trushnikova]

@Nicole Baumeler, yes, that's right. You should remove the status property for the rule to be triggered.

Check out the Audit log in Jira Administration > System > Audit log. There should be entries about workflow updates: who and when updated the workflow.