Resolve Email Commenting Issue in Jira Service Management Cloud

Summary

Email request replies can appear as comments on an existing request when the email is reused rather than sent as a brand-new email. This article explains how to confirm that behavior and what the user should do next.

Diagnosis

To investigate the issue:

• Go to the project.

• Click on Space settings.

• Click on Channels & self service > Email.

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

• Search for the email, click on the •••, and select Download raw email message.

• Repeat the same steps for an email that was correctly routed to that same ticket.

• Review and compare the References, Message-ID, and In-Reply-To headers in the two EML files.

Use the header comparison to determine whether the two emails contain matching values. The existing Cause section explains why matching headers cause Jira to treat the email as a comment on an existing request.

Cause

If any of the References, Message-ID, or In-Reply-To headers are the same in both EML files, the issue is caused by reusing the same email address to send a new request. Jira checks these headers to determine whether an incoming email is related to an existing request. When the headers match, Jira assumes the email should be added as a comment instead of creating a new request.

• 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 when submitting a new request.