It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Email and comments - email in the wrong issue

Hi,

We create issues via incoming emails, and also comments.

I have an email with object: "urgent reception de XX kits pour operation YYY" without any jira key in the object (project or bug id).
Instead of creating a new issue, it went into an existing issue named "reception de XX kits pour operation".

I thought that an email becomes a comment only if it has the project id and issue id in the object?
What could i do to prevent it to happen again, because it happens 2-3 times per day.

Thanks :)

Vincent

1 answer

Not exactly, if Jira has earlier created an issue due to a new mail, the conversations that continues on the same thread, even without the Jira ID in the subject, lands up on the same issue that was created. Was this issue "reception de XX kits pour operation" created via email due to an earlier mail in the same conversation. This is what at least I have observed.

Ok thanks. The strange thing is that the person added "urgent" in the object of the email, so that the name was different and i thought it should have created a new ticket.

Another thing is that if the user answers to the email, ok it goes as a comment in the ticket, but if the email is forwarded, it creates automatically a new ticket, even if the object is the same and if it's belong to the same conversation. Maybe it doesn't like the french forward letters "Tr"?

thanks

Could be. Not tried it myself :)

Suggest an answer

Log in or Sign up to answer
TAGS

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you