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

Comment tickets by answering to notification E-mail


the functionality to comment a ticket by answering to the notification e-mail is very powerful, but I faced a potential limitation with it.

Seen that in our organization we have enabled also the features to raise tickets via E-mail, if someone send an e-mail with the same subject/summary the existing ticket is updated instead of creationg a new one.

Is there a way to change this behaviour? potentially by checking the status of a ticket and let comments enabled only for the not closed ones?



Marco Gloder

1 answer

1 accepted

0 votes
Answer accepted
Pedro Cora Atlassian Team Dec 19, 2013

Hi Marco,

As it turns out, you can't change this specific behaviour, if the subject cotains the issue summary or the issue number, the mail handler will always add a comment.

Thanks Pedro, I'm going to add a post action to the close and re-open feature in order to add/remove a unique text for bypassing this potential problem, I'll test it and let you know if it works.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Next-gen

Keyboard shortcuts have arrived for next-gen projects!

...ollected feedback from users around the lack of shortcuts, and we’re here to address that: In next-gen projects, I miss the keyboard shortcuts badly. This is particularly true on the Board, but also i...

279 views 2 5
Read article

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