creating issues and comments from email

Is there a way to ensure that comments/updates are added to existing issues versus having a new issue created every time a comment is made? The handler that I have selected is "Create a new issue or add a comment to an existing issue" – is there another handler that I should be using?

The attached screenshot highlights that Bug #22 has 11 separate instances.. Help!

 

Screen Shot 2015-08-20 at 1.11.18 PM.png

2 answers

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You need the email subjects to contain the issue id.  Bug #22 is just a string that doesn't mean a lot to JIRA.  If your users had included PROD-36 in the subject, it would be able to match them to the issue.

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Is there a recommended best practice to mitigate duplicates since this will be used by customers as well as sales teams?

Always refer to issues by their JIRA id, not some arbitrary number that doesn't mean anything to JIRA.

Also, Tim, if you set up your notification schemes correctly, if your users reply to the notifications, the subject should contain the issue key and a comment should be created instead of an issue.

For internal teams that makes sense, but how would a customer know what JIRA id to input? The customer piece is where I'm getting hung up. Does that make sense?

Yes. But where does the customer get "bug 22" from? If they're inventing numbers, you're likely to be a bit stuck at first, but you could change the procedure of feedback - "Thanks for raising your bug 22, we have it logged as PROD-34"

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