How work JSD mail handler?

[Sebastian Krzewiński]

Hi folks

I need to understand how works email requests in JIRA Service Desk. I thought that I understand it but I see that I don't know and understand all aspects of it.

I'm very curious how JIRA recognize emails and decide if recieved email is new (and create new issue) or it belong to other issue (and put comment in this issue).
I thought that JIRA know it from issue key added to email subject but today I saw that it not work like this.

Please help me to understand it :)

Regards,
Seba

[Jack Brickey · Accepted solution]

• If a user sends an email to the JSD email then an issue will be created.
• If a user replies to a notification email that is sent from JSD then a comment is added.
• If someone was CCed in the original email to create an issue and that person replies to all (which includes the JSD email) then a new issue is created.

why:

• to be considered a comment the subject of the email must include the issuekey , e.g. ABC-123

[Sebastian Krzewiński]

Hi @Jack Brickey 

Thanks for reply and explanation.