Details
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Bug
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Resolution: Fixed
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Low
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3.2.1, 3.2.2
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Severity 2 - Major
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Description
Summary
The SD Mail Handler creates a new issue when it actually has to add a comment to an existing issue. The issue was moved to a different project
Steps to Reproduce
- Create 2 SD projects (SDA and SDB)
- Set up Outgoing Mail for JIRA
- Set up incoming email for SDA
- As a customer, create a request via email
- As an agent, move the request to SDB
- As an agent, respond to the customer on the ticket which is now in SDB
- Customer will receive an email from the comment by the agent
- As a customer, reply to this email
Expected Results
- The reply should be added to the same issue which is now in SDB
Actual Results
- The reply creates a new issue in SDA
Notes
- Tested in JIRA 7.1.8 with SD 3.1.9. Results are that the reply is added as a comment (expected results)
- I have personally only tested this in 3.2.1 but there are reports where this is affecting 3.2.2 as well
Workaround
No known workaround
Attachments
Issue Links
- is caused by
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JSDSERVER-3843 JIRA Service Desk mail handler rejects any email with issue key from other projects entered in the subject line.
- Closed
- is related to
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JSDSERVER-4246 Cannot comment on other project anymore with email containing the project key in the subject
- Closed