Mail Handlers

Owned by Łukasz Modzelewski (Unlicensed)
24/Jun/20
3 min read

Build in Jira mechanism for incoming mails can create new issues or add comments to existing issues depending on configuration. Here you can read in depth about all possible Jira incoming mail configurations: https://confluence.atlassian.com/adminjiraserver/creating-issues-and-comments-from-email-938847641.html

One of the Jira mail handlers can add comments to existing issues or create a new issue.

Each of Jira handlers have advanced configuration options with some required fields, in this case we need to make decision in which project to create new issues and if in case of not recognized user (email sender) should we chose some default reporter or create new user:

 

When configuring Jira Mail handlers, you need to keep in mind that Jira can add comments to issues only if those have issue key in summary. Here is info how it works:

The following points describe how Jira processes each incoming email message and determines how its content gets added as either a comment to an existing issue or a new issue altogether.

  • The subject  of an email message is examined for an existing issue key:

    • If an issue key is found in the subject, the content of the email message's body is processed and added as a comment to the issue with that issue key.

    • If an issue key is NOT found in the subject, the in-reply-to header  is examined:

      • If the email message is found to be a reply to another email message from which an issue was previously created, the body is processed and added as a comment to that issue.

      • If the email message is NOT found to be a reply, a new issue is created.

Source: https://confluence.atlassian.com/adminjiraserver/creating-issues-and-comments-from-email-938847641.html#Creatingissuesandcommentsfromemail-issuecommentcreationIssue/commentcreation

 

With Email Task handler, it is a bit simpler, if you are sending messages through Email Task, when reply comes, Email Task is ‘aware’ it was send by it and can include it in Emails tab section. For Email Task handler you don’t need to specify issue key in email subject (but if possible, if would make it easier to track down this email)

Be aware Email Task doesn’t add comment as Jira handler but an email response in Emails tab, it doesn’t send issue update event either.

Make sure your incoming email address is used in “reply-to” fields

When reply (from email sent with Email Task) is received it is added to Emails tab:

 

Feel free to tell us what topic should be covered: mailtask@psc-software.atlassian.net