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Mail Handler not creating comment

I have set up the mail handlers and it creates a new issue. I have a problem with creating comments  from mail handler, only in the next scenario.
I send an email to Jira and mail handler creates a new issue.
Then I relpy to the email, just adding adtitiona info, and I get a new issue, but I want that it creates a comment. Is there any way to create comment for this scenario?


1 answer

Hi @Krylov Sergey,


Please verify your mail handler configuration.

Please select the appropriate Handler as shown in the attach image. You should be selecting the first handler option. 

Screen Shot 2018-09-25 at 11.51.51 AM.png


Ravi Varma

Thanks Ravi.

It is selected.

Comments are created if I reply on notifications from Jira. But if I send email and then I'm going to folder "sent item" and reply on this email, I get new issue, not a comment.

Hi @Krylov Sergey,

Let me explain the flow:

  1. Define the mail handler
  2. Send an email to the designated email address configured in the mail handler
  3. Jira sends out an issue created notification to your mail address
  4. Respond back to notification sent in Step3 above. 

Please note:

  • When JIRA sends notification in Step3 above, the subject line of the said notification contains the JIRA issue key, which is later used by JIRA for identifying the issue.
  • You should never be communicating with JIRA by resending the mail. Ideally, you should be using the notification email that was sent by JIRA.
  • If you are not receiving the issue created notification from JIRA then you should look at the project's Notification Scheme as well as enable Outgoing Mail in JIRA


Ravi Varma

Hi @Ravi Varma _Bob Swift Atlassian Apps_

Here is description from the atlassian confluence:

The following points describe how Jira processes each incoming email message and determines how its content gets added as either a comment to an existing issue or a new issue altogether.

  • The subject  of an email message is examined for an existing issue key:
    • If an issue key is found in the subject, the content of the email message's body is processed and added as a comment to the issue with that issue key.
    • If an issue key is NOT found in the subject, the in-reply-to header  is examined:
      • If the email message is found to be a reply to another email message from which an issue was previously created, the body is processed and added as a comment to that issue.
      • If the email message is NOT found to be a reply, a new issue is created.

I guess the bold text, it is my scenario and it doesn't work. May be I understand it in a wrong way.

@Krylov Sergey I have had the same issue for a while now but was finally able to get this to work for me by confirming the email that was replying (to add a comment) had access/license to Jira. My emails originally did not match exactly because of how our accounts are created. Maybe something you could check/try if this is still an issue for you?

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