Summary

Replies or forwards via email are getting into JIRA as comments of the original email instead of new tickets even though there is no issue-key on the subject.

Environment

• JIRA v1000.610.2

Steps to Reproduce

1. Have a "Create a new issue or add comment to an exiting issue" mail handler set
2. Send an email to that mail handler
   • JIRA will create a new ticket (e.g.: AB-1)
3. Reply or forward that same email to the mail handler

Expected Results

JIRA should create a new ticket since there's no issue-key on the subject of the email

Actual Results

JIRA is adding a comment to the first ticket it created (AB-1)

Notes

Our Creating issues and comments from email documentation states that:

This handler creates a new issue or adds a comment to an existing issue. If the subject contains an issue key, the message is added as a comment to that issue. If no issue key is found, a new issue is created in the default project.

Workaround

If a new ticket needs to be created, do not use forward or reply. Copy the email content and send a new one.