Emails sent to a Jira Service Management project are added as comments to existing requests instead of creating new requests

Summary

A user submits a request via email, but their reply shows up as a comment to an existing request.

Diagnosis

In order to investigate this issue, please:

1. Go to the project

2. Click on Project settings (on the left side bar)

3. Click on Email requests (on the left side bar) for company-managed projects

   1. For team-managed projects, instead of clicking on Email requests, click on Channels (on the left side bar) and then Email (on the left side bar)

4. Click on View logs next to the mail handler the email was sent to

5. Search for the email

6. Click on the ... (on the same row as the email in question)

7. Click on Download raw email message

8. Follow steps 6 and 7 above for an email that was correctly routed to that same ticket

9. Review the References, Message-ID, and In-Reply-To headers within the EML files and compare them

Cause

If any of the headers are the same in both EML files, the issue is due to the user reusing an email to send in a new request instead of creating a brand new email. The reason Jira checks this header is to ensure that emails related to a request are routed as comments to an existing issue. Since the headers match, Jira assumes it should be added as a comment to an existing request instead of raising a new one. More information about this can be found at:

• How does JSM decide if an incoming email should be a new issue or a new comment?

Solution

Let the user know to create a brand new email instead of reusing an old email.