Emails are added as comments when they do not pertain to the same issue
It appears that though your documentation shows...
This is not exactly the case, Any time an email from anyone comes in with a matching subject line they are being added as a comment to a ticket. Different senders, different issues all together. Only thing that is the same is the 1 word subject which happens to refer to an internal app, so there will be many subject lines the same way.
What do I need to do to solve this?
Thanks
- Standard MIME threading by 'message-id'/'in-reply-to'.
- Reference to the issue id in the subject.
- Threading by subject, excluding 'Re:', 'Fwd:' and ignoring content within square brackets (the same strategy that GMail uses for threading).
This is not exactly the case, Any time an email from anyone comes in with a matching subject line they are being added as a comment to a ticket. Different senders, different issues all together. Only thing that is the same is the 1 word subject which happens to refer to an internal app, so there will be many subject lines the same way.
What do I need to do to solve this?
Thanks
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Sorry for the delay with the answer.
May I kindly ask you to provide us with the following:
- .eml files of the original message and message that became a comment to an issue.
- screenshots of the issue and its comments.
You may send us the artefacts to youtrack-feedback@jetbrains.comWhat mail client do you use?
Thank you.