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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

      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

            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. 

            This change in behaviour was due to a fix for JSD-3843.

            As of JSD 3.2.3 this functionality should be restored for cross project commenting between Service Desk projects, as long as the sender has commenting permission on the issue.

            As of JSD 3.3.0 there will be improved functionality for cross project commenting, as the Service Desk mail handler will also be able to comment on non Service Desk projects, as long as the sender has permission to comment on that issue.

            In the case of this bug, only one mail handler was configured so the reply email was sent to the mail handler for project "SDA." If there were a mail handler configured for "SDB" the email reply would have been sent to that handler's address and the email would have added a comment to the issue

            • With cross project commenting, the reply email received by SDA will add a comment to the issue in SDB as expected.

            Tim Evans (Inactive) added a comment - This change in behaviour was due to a fix for JSD-3843 . As of JSD 3.2.3 this functionality should be restored for cross project commenting between Service Desk projects, as long as the sender has commenting permission on the issue. As of JSD 3.3.0 there will be improved functionality for cross project commenting, as the Service Desk mail handler will also be able to comment on non Service Desk projects, as long as the sender has permission to comment on that issue. In the case of this bug, only one mail handler was configured so the reply email was sent to the mail handler for project "SDA." If there were a mail handler configured for "SDB" the email reply would have been sent to that handler's address and the email would have added a comment to the issue With cross project commenting, the reply email received by SDA will add a comment to the issue in SDB as expected.

            While our helpdesk greatly appreciates having additional tickets to report on (showing we're closing tickets rapidly), this bug causes headaches when attempting to maintain several helpdesks and their replies. In addition, as our customers normally email replies instead of utilizing the customer portal the email replies must be manually input into the tickets so they can see the traffic.

            I have tested this bug in JIRA 7.2.1 with SD 3.2.1 (which is on our production environment) and SD 3.2.2 on a standalone test environment. This was an unforeseen consequence of upgrading as our testing environment has email disabled by default. I have voted for this issue and hope that a quick fix is possible.

            Christopher Laa added a comment - While our helpdesk greatly appreciates having additional tickets to report on (showing we're closing tickets rapidly), this bug causes headaches when attempting to maintain several helpdesks and their replies. In addition, as our customers normally email replies instead of utilizing the customer portal the email replies must be manually input into the tickets so they can see the traffic. I have tested this bug in JIRA 7.2.1 with SD 3.2.1 (which is on our production environment) and SD 3.2.2 on a standalone test environment. This was an unforeseen consequence of upgrading as our testing environment has email disabled by default. I have voted for this issue and hope that a quick fix is possible.

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

                Created:
                Updated:
                Resolved: