Mail handler creating issues instead of comments

Question

Hello,

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?

unknown · Answer

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).

Kasia O · Answer

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.