reply to from the receiver not shown in jira comments

digiOrganon May 12, 2021

Hi Guys,

     I have set up the connection with Gmail and my jira account. I am able to create issues via mail and also the reply that i send to my own mail is coming as comment which is fine.

The only issue i am facing is i am not able to add comments to issues when i reply to a mail sent by the sender. Everytime i send a reply a new ticket is created even though the subject is same.
Also when i don't send a subject neither an issue nor comment is created.
Please post a possible solution soon.
Thank you
Keshav Nayak

1 answer

0 votes
Bill Sheboy
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
May 13, 2021

Hi @digiOrganon  -- Welcome to the Atlassian Community!

Reviewing the documenation for email handlers...

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/#Creatingissuesandcommentsfromemail-Customemailhandlers

When you removed the subject, it makes sense that Jira would try to create a new issue: the subject needs to contain the issue key for the custom email handler to identify the target issue.

In the situation you note where you reply back to a sender *and* the comment is not added, have you checked:

  • if the sender has modified the subject and removed/altered the issue key, and
  • if your custom email handler correctly parses out existing original message text?

Best regards,

Bill

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
AUG Leaders

Atlassian Community Events