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  1. Jira Data Center
  2. JRASERVER-30293

Duplicating issue when replying to e-mail

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      NOTE: This bug report is for JIRA Server. Using JIRA Cloud? See the corresponding bug report.

      When replying to an e-mail that was sent to create a JIRA issue, instead of adding a comment to the related issue, as it should according to this documentation, the reply e-mail is creating a new JIRA issue.
      As he does not find the JIRA Issue Key in the e-mail subject, he should check the in-reply-to header of the e-mail to see if the first e-mail of the chain created an issue, and it seems the system is not doing that.

      Steps to reproduce

      1. Send an e-mail to create and issue with a Cc to yourself or another e-mail.
        1. This e-mail has the example ID: 1234
      2. Wait for the issue to be created.
        1. JIRA replies with an e-mail that has the example ID: ABCD
      3. Now, using the CC address, just reply the email with ID: 1234 that created the issue.

      The handler is not following the In-reply-to ID.

      Expected behavior - The reply should be added as a comment to the issue.
      Actual behavior - The reply is creating a new issue. (Duplicated one)

          Form Name

            [JRASERVER-30293] Duplicating issue when replying to e-mail

            Mas Jaya added a comment -

            Hi Michael,

            Can we set create user is false?

            Cheers

            Mas Jaya added a comment - Hi Michael, Can we set create user is false? Cheers

            Mamdouh Elbittar added a comment -

            Which Email handler should I be using to avoid this

            Thanks
            Mamdouh Elbittar

            Mamdouh Elbittar added a comment - Which Email handler should I be using to avoid this Thanks Mamdouh Elbittar

            Mamdouh Elbittar added a comment -

            Hi @Michael Andreacchio,

            We have JIRA SD v7.1.7 and we can still this issue happening , I can provide a test case if needed.

            Thanks
            Mamdouh Elbittar

            Mamdouh Elbittar added a comment - Hi @Michael Andreacchio, We have JIRA SD v7.1.7 and we can still this issue happening , I can provide a test case if needed. Thanks Mamdouh Elbittar

            Jabari Deng added a comment -

            when i testing ,

            Dr X then changes the subject of the email, this results in not a new issue (ISSUE-2), Just a comment in that issue (ISSUE-1)

            Jabari Deng added a comment - when i testing , Dr X then changes the subject of the email, this results in not a new issue (ISSUE-2), Just a comment in that issue (ISSUE-1)

            Michael Andreacchio added a comment - - edited

            Hey guys, we've tested this again, this time with the details:

            • Created an incoming IMAP Gmail server
            • Create a handler "Create a new issue or add a comment to an existing issue" with the properties:
              • Strip Quotes: false
              • Create Users: true
              • Notify Users: true
              • CC Assignee: true
              • CC Watchers: false
            • Emailed JIRA and also sent to another recipient (Dr X)
            • JIRA created a new issue ISSUE-1
            • Dr X then replies All to that email, it then comes up as a comment in that issue (ISSUE-1)
            • Dr X then changes the subject of the email, this results in a new issue (ISSUE-2)
            • Dr X then copies the subject exactly, and puts it into a new email and sends it to JIRA - this creates a new issue (ISSUE-3)

            Interesting! Let me know if anything else is needed on this.

            This seems to be working correctly

            Michael Andreacchio added a comment - - edited Hey guys, we've tested this again, this time with the details: Created an incoming IMAP Gmail server Create a handler "Create a new issue or add a comment to an existing issue" with the properties: Strip Quotes: false Create Users: true Notify Users: true CC Assignee: true CC Watchers: false Emailed JIRA and also sent to another recipient (Dr X) JIRA created a new issue ISSUE-1 Dr X then replies All to that email, it then comes up as a comment in that issue (ISSUE-1) Dr X then changes the subject of the email, this results in a new issue (ISSUE-2) Dr X then copies the subject exactly, and puts it into a new email and sends it to JIRA - this creates a new issue (ISSUE-3) Interesting! Let me know if anything else is needed on this. This seems to be working correctly

            Panna (Inactive) added a comment - - edited

            I tested using Gmail too, and followed the testing note suggested by Mark and it worked.

            Tried to contact mandreacchio, he is on leave right now.

            Panna (Inactive) added a comment - - edited I tested using Gmail too, and followed the testing note suggested by Mark and it worked. Tried to contact mandreacchio , he is on leave right now.

            Mark Lassau (Inactive) added a comment -

            bgingold1 AFAIK it is fixed.

            I tested it during development, it passed QA before it was released, and then I downloaded 5.2.2 and tested again after Andy's comment.
            Andy retested and admitted he could not reproduce.
            mandreacchio claims he can repro but has not yet provided full instructions.

            Perhaps there is some more subtle bug that only fails some times?
            Or perhaps there was a flaw in the testing?
            Perhaps they weren't using the standard CreateOrCommentHandler (custom handlers could also suffer this)?

            This original bug report was easily reproducible 100% of the time (you can try it out for yourself by following the steps in the description or my comment above), and so even if these guys have seen a legitimate bug, it would be a different bug that should be raised separately.

            maybe just with Gmail?

            Gmail was the client I used for testing and it worked.

            Mark Lassau (Inactive) added a comment - bgingold1 AFAIK it is fixed. I tested it during development, it passed QA before it was released, and then I downloaded 5.2.2 and tested again after Andy's comment. Andy retested and admitted he could not reproduce. mandreacchio claims he can repro but has not yet provided full instructions. Perhaps there is some more subtle bug that only fails some times? Or perhaps there was a flaw in the testing? Perhaps they weren't using the standard CreateOrCommentHandler (custom handlers could also suffer this)? This original bug report was easily reproducible 100% of the time (you can try it out for yourself by following the steps in the description or my comment above), and so even if these guys have seen a legitimate bug, it would be a different bug that should be raised separately. maybe just with Gmail? Gmail was the client I used for testing and it worked.

            Brian Gingold added a comment -

            @mlassau, @mandreacchio, is this issue indeed resolved in JIRA 5.2.3 and later? Some of your comments suggest there may still be a problem, maybe just with Gmail? Thanks!

            Brian Gingold added a comment - @mlassau, @mandreacchio, is this issue indeed resolved in JIRA 5.2.3 and later? Some of your comments suggest there may still be a problem, maybe just with Gmail? Thanks!

            Mark Lassau (Inactive) added a comment -

            mandreacchio Can you please provide more detailed instructions.
            Or grab me and show me what you did?

            Mark Lassau (Inactive) added a comment - mandreacchio Can you please provide more detailed instructions. Or grab me and show me what you did?

            Michael Andreacchio added a comment - - edited

            Hi Guys,

            Just tested this on JIRA 5.2.4. Created an issue, set the assignee that it was mailed to. In mail reply from the assignee changed the subject, a brand new issue was created.

            Cheers,

            Michael

            Michael Andreacchio added a comment - - edited Hi Guys, Just tested this on JIRA 5.2.4. Created an issue, set the assignee that it was mailed to. In mail reply from the assignee changed the subject, a brand new issue was created. Cheers, Michael

              edalgliesh Eric Dalgliesh
              pvieira Paulo Vieira
              Affected customers:
              4 This affects my team
              Watchers:
              16 Start watching this issue

                Created:
                Updated:
                Resolved: