Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-4246

Cannot comment on other project anymore with email containing the project key in the subject

    XMLWordPrintable

Details

    Description

      Summary

      Before JSD 3.2.0 when customer sends an email to the email channel configured in project A with a subject containing the issue key of project B, JIRA will add this email as a comment to the issue in project B.
      This behavior has been changed since JSD 3.2.0 in which JIRA will create a new issue in project A instead of adding a new comment to the issue in project B.

      Steps to Reproduce

      1. Create two projects TestA and TestB with respectively the project key TA and TB.
      2. Configure a mail channel in project TA.
      3. Create a new ticket in project TB (note down the issue key, for example, TB-2).
      4. Send an email to the mail channel configured for project TA with the subject : "Test comment [TB-2]"

      Expected Results

      A new comment should be added to ticket TB-2

      Actual Results

      A new issue is created in project TA with summary "Test comment [TB-2]"

      Attachments

        Issue Links

          is related to

          Suggestion - JSDSERVER-5263 Create a new Service Desk (SD) issue when an email is received in a SD project with a non-SD issue number in the subject (DON'T add a comment to the non-SD issue)

          • Gathering Interest
          relates to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-4335 Mail Handler wrongly creates new issue instead of adding comment to an issue moved to a different project

          • Low - Low priority issues
          • Closed

          Suggestion - JSDSERVER-4307 Document the changes made in the bug report JSD-4246

          • Closed

          Suggestion - JSDSERVER-5214 Provide a configurable option for controlling the behavior of cross commenting in the Service Desk Mail Handler

          • Gathering Interest
          was cloned as

          TESLA-945 Loading...

          Activity

            People

              mmcmahon Matthew McMahon (Inactive)
              cmao Chen Mao (Inactive)
              Votes:
              7 Vote for this issue
              Watchers:
              19 Start watching this issue

              Dates

                Created:
                Updated:
                Resolved:

                Backbone Issue Sync