Mail handler creating issues instead of comments


Having some trouble with the create issue or comment mail handler.

Occasionally, Jira creates a new issue instead of adding a comment for each reply in the email thread. The result is duplicate issues of the format "Re: [subject line here]", each containing the entire email thread up until that point in the description.

Upon examination of the email headers, it seems the message-id is getting cut off in the in-reply-to field. In-reply-to only contains the second half of the original message-id (that or the original message-id is getting irrelevant stuff tacked on to the front). Jira looks at this and thinks it hasn't seen this email before, and so creates a new issue for it instead of adding a comment.

Has anyone seen this before or know what might be causing it? Is this an email software problem?

2 answers

New developments:

Discovered that I can reproduce the issue by replying to someone who sent an email to our jira project's email address, and cc'ing the project's address (instead of putting both in "to"). Some users/their mail clients are doing this when emailing about issues.

However, it has also happened even when putting both addresses in the "to" field.

Can you paste some examples of the broken headers, what mail clients are doing this?

Default handlers in JIRA wont be able to fix this, but JEMH has hooks for custom low-level fix-ups for things like this (to be clear, a solution for the problem you see doesnt exit, but could).

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,304 views 14 20
Join discussion

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot