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  1. Jira Service Management Data Center
  2. JSDSERVER-4335

Mail Handler wrongly creates new issue instead of adding comment to an issue moved to a different project

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      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

      1. Create 2 SD projects (SDA and SDB)
      2. Set up Outgoing Mail for JIRA
      3. Set up incoming email for SDA
      4. As a customer, create a request via email
      5. As an agent, move the request to SDB
      6. As an agent, respond to the customer on the ticket which is now in SDB
      7. Customer will receive an email from the comment by the agent
      8. As a customer, reply to this email

      Expected Results

      1. The reply should be added to the same issue which is now in SDB

      Actual Results

      1. The reply creates a new issue in SDA

      Notes

      1. Tested in JIRA 7.1.8 with SD 3.1.9. Results are that the reply is added as a comment (expected results)
      2. 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

            [JSDSERVER-4335] Mail Handler wrongly creates new issue instead of adding comment to an issue moved to a different project

            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304522 ] New: JAC Bug Workflow v3 [ 3126160 ]
            Owen made changes -
            Symptom Severity Original: Major [ 14431 ] New: Severity 2 - Major [ 15831 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058055 ] New: JSD Bug Workflow v5 - TEMP [ 2304522 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055574 ] New: JSD Bug Workflow v5 [ 2058055 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955234 ] New: JSD Bug Workflow v5 - TEMP [ 2055574 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1614775 ] New: JSD Bug Workflow v5 [ 1955234 ]

            Christopher Laa added a comment -

            Tim,

            The fix did not work for us in JSD 3.2.3, however 3.2.5 (which was pulled after install) is working beautifully. 

            Christopher Laa added a comment - Tim, The fix did not work for us in JSD 3.2.3, however 3.2.5 (which was pulled after install) is working beautifully. 
            Matthew McMahon (Inactive) made changes -
            Fix Version/s New: 3.2.6 [ 64803 ]
            Fix Version/s Original: 3.2.5 [ 64494 ]
            Tim Evans (Inactive) made changes -
            Fix Version/s New: 3.2.5 [ 64494 ]
            Resolution New: Fixed [ 1 ]
            Status Original: To Do [ 10071 ] New: Closed [ 6 ]
            Tim Evans (Inactive) made changes -
            Link New: This issue is caused by JSD-3843 [ JSD-3843 ]

              Unassigned Unassigned
              ywoo Yit Wei
              Affected customers:
              4 This affects my team
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: