Replying to Emails in the Sent Folder Doesn't Add a Comment to the Created Request
プラットフォームについて: Server および Data Center のみ。この記事は、Server および Data Center プラットフォームのアトラシアン製品にのみ適用されます。
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*Fisheye および Crucible は除く
問題
You sent an email to the Service Management email channel to create a new request. You realized that you've missed out something in the email and you would like to quickly send another email to add other information to the request that will be created. However, the second email is created as a new request.
診断
環境
- Mail server is an Exchange server
Diagnostic Steps
- The second email has empty mail headers
原因
Due to the empty mail headers, the associated request cannot be identified and thus the second email is being treated as a new request.
- For the explanation on the empty mail headers, see this Microsoft Community post.
回避策
It'd be better to wait for the request created notification from Service Management to arrive at the mailbox and reply to it than to reply to the previously Sent email.
Alternatively, compose a new email and mention the issue key in the email subject.
This will only work on JSD v3.5.0 and above if you are not the current Reporter or Participant of the request since the fix of JSDSERVER-2373 - Getting issue details... STATUS .