Resolve Email Commenting Issue in Jira Service Management Cloud

Summary

Email request replies appear as comments on existing requests.

Diagnosis

In order to investigate this issue, please:

1. Go to the project.

2. Click on Project settings.

3. Click on Channels & self service > Email requests.

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

5. Search for the email > Click on the ••• > Download raw email message.

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

7. 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.