JEMH - workflow directives don't work if the issue is matched by thread

Hi,

We're using a workflow directive to resolve issues on an email. The support people are in the habit of having email conversations with the customers with the support mailbox in cc to log the comment, so the comments are matched to the JIRA issue by thread ID and not by [issue key]. The workflow directive "@workflow = resolved" works great when commenting the issue using the issue key, but when the match is made by thread, the directive doesn't work. Anybody knows how to fix/circumvent that?

We're using JEMH 1.6.95 with JIRA 6.3.10, and we have service desk 2.3.6

Thanks

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Hi Nicolas,

I have been able to get a test case to transition the workflow with the At(@) prefix directive when matching an issue via message ID instead of an issue key in the mail subject.

To look at this further I am going to need some information from you, but in order to keep this information private (as this is a public forum) can you please open a support ticket by either mailing jemh-support@thepluginpeople.com or visiting our support website https://thepluginpeople.atlassian.net/browse/JEMH.

When opening your support ticket can you please attach a copy of your JEMH profile along with a test case that produces the issue. If you can replicate the issue can you please replicate it and attach a copy of your jemh log along with a time stamp of the replication. If you do not have JEMH logging enabled then the steps to do so can be found here (this requires a JIRA restart): JEMH Logging.

Cheers,

Rhys

Nevermind, it ended up working fine when that's the absolute first word of the email body. I'll tell the users to do that for the directive to work reliably, as the doc mentions.

Thanks for your time.

Nicolas

 

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