Mail handler not creating new issue from new email but add it as comment

I have sent 1 email to 5 different mailbox with same subject to be converted as new issue in each project.

But what happen is.. 1 issue created in project A, then others was created as comment in project A.

2 answers

This widget could not be displayed.

Which mail handlers are you using, and what is the configuration of all of them?

What was the summary for the five emails?

It only happen when i sent email for multi recipient.

The email subject is "PREVENTIVE - Update Session WorkingDate".

My email that sent to SMA mailbox was converted as a new issue SMA-495, but the same email for other recipients/mailboxes was recognized and added as a comment to SMA-495 whereas there is no issue key mention on the subject. So, at the end there is 1 new issue created with 4 comments added to that issue.

I'm using "create a new issue or add a comment to an existing issue" handler.

I think the configuration is already correct, because everything works well when is sent email for single recipient.

Ok, that's good info, but I need to ask more questions. Can you confirm the exact configuration of the handlers? You have five handlers configured? And they are all "create or comment"? What is the difference in the configurations of the five of them, if any?

Yes, I have 5 handlers and they are all "create or comment".

The differences in the five configurations are the mail servers and the project.

This is the sample of my configuration:

server -
project - aaa
issue type - issue production
bulk: ignore
cc assignee: false
cc watchers: false
create users: false
forward email:
notify users: false
strip quotes: false

Ok, and for the second one, you've got "Server -, project bbb", for the third "Server, project ccc" and so on?

Yes, that's right

Is there any solution for this problem? >.<

Cause it's still happening

This widget could not be displayed.

Hi Ilka! same thing is happening to me righ now!

And I'm using only one handler (create or add comment...)

Have you find a solution?


Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Published yesterday in Marketplace Apps

The 7 hacks of highly successful automation

...there's anything I've learnt from working, it's that people are lazy! No offense to anyone reading this, but it's true and we can all admit it. The easier you make something for someone, the more...

141 views 0 9
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you