Do mail handlers transition issues automatically??

[Page Partain]

We have several projects with incoming mail handlers.  All the mail handlers are

Create a new issue or add a comment to an existing issue

For a couple of these, whenver a comment is added after an issue is marked Done (and Resolution = Done), the status is changed to To Do.  We do not use any workflow automation.  

Is this configured in the mail handler?  I can't find it or see differences between the ones with the status change, an the ones with the same mail handlers that do not make a status change.

Thank you!

[Page Partain · Accepted solution]

I found it. It is an AutoTransition Listener - JIRA Toolkit Plugin.

[Alex]

Wow! I'm glad you figured that out.

[Alex]

Hi @Page Partain and welcome to the community.

Mail handlers would not transition the issue; however, I am guessing that if your project is JSM, there might be one of the old Jira automation enabled automatically to transition the issue customer comment.

Have you checked that?

Cheers,

Alex

[Page Partain]

Hi Alex,

Our product is not JSM.  It is Jira Server v. 6.4.1. (I know - we are moving to the Cloud this year!).

We, the Jira admins, cannot figure out why it is happening, since we see no workflow triggers or automation. When you say "old Jira automation" what is that?

Thanks for answering!

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