creating issues and comments from email

Tim Fricke August 20, 2015

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

0 votes
Tim Fricke August 20, 2015

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

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 20, 2015

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

Jaime S
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 20, 2015

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.

Tim Fricke August 20, 2015

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?

Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 20, 2015

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"

0 votes
Nic Brough -Adaptavist-
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 20, 2015

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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