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  1. Jira Cloud
  2. JRACLOUD-68061

Issue and comment creation mail handler not working

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    Description

      Summary

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

      Environment

      • Jira 55701f88

      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 issue (e.g.: AB-1).
      3. Reply or forward that same email to the mail handler; however, ensure that the subject header does not contain the issue key.

      Expected Results

      JIRA should add a comment to the existing issue as it's a reply/forward to the email.

      Actual Results

      JIRA creates a new issue.

      Notes

      The Creating issues and comments from email documentation states that:

      Issue and comment creation
      The following diagram shows how Jira processes each incoming email message and determines how its content becomes a new issue or a comment on an existing issue:

      Workaround

      None.

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              Unassigned Unassigned
              kpillai KP
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              Dates

                Created:
                Updated:
                Resolved: