Current Behaviour

Currently, if an email is sent to the mail server specified for a software project, but the subject line contains a string that has the issue key of a service desk project, it tries to add a comment on the JSM issue rather than creating a new issue in the software project.

Steps to Reproduce

1. Configure a mail handler in one of the JSM projects under Project settings > Email request (support@sitename.atlassian.net).
2. Create a new incoming mail handler for a Software project under System > Incoming mail that creates a new issue or adds a comment to an existing issue.
3. Send an email to the mail server used for the software project and the catch email (if any), with the subject line containing the issue key of an issue from a service desk project. Example subject line: “ITOPS-1234/123456ABCXYZ” (where ITOPS-1234 is an issue in a service desk project).
4. Even though the email is supposed to be processed by the JSW mail handlers, the contents of the email are added as a comment on the JSM issue.
5. If the user sending the email doesn’t have permission to add a comment on the JSM issue (which is highly likely), the email is discarded without any action.

Actual Behaviour

If the subject line contains an issue key, the mail handler searches for the issue across the site irrespective of the project it is intended for.
Therefore, if the sender doesn't have access to the JSM issue stated in the subject line, the emails are discarded without being processed.
If the user has access to comment on the issue, it adds the contents to the JSM issue which creates confusion and data is missing from the Software project where it should be added.

Proposed Solution

If the subject line contains an issue key, the mail handler should first search for existing issues in the project specified in the mail handler.

Workaround

Currently, there is no known workaround for this behaviour. A workaround will be added here when available.