How to add e-mail from external formular as comment to existing issue

[Brian Zelchau Lykke]

I have a issue called MITS-884

Customer is one of my colleagues

We're using Microsoft Forms that generate a e-mail from microsoft@powerapps.com (subject MITS-884 ...) with info than I would like to be linked/included as a comment to the above mentioned issue.

microsoft@powerapps.com is added as a customer

But it generates a new issue each time I try?

[Alex Koxaras _Relational_]

Hi @Brian Zelchau Lykke 

From the system settings, incoming mail, check the mail handler which creates this ticket, and see if it's setup to create new issues only, or to comment on existing ones as well.

[Brian Zelchau Lykke]

Handler type currently set to Cloud Email Handler...should it be Create a new issue or add comment to existing issue?

[Alex Koxaras _Relational_]

Click edit and see the option the first screen of the popup.

[Brian Zelchau Lykke]

I've done that and as mentioned before, then it's currently set to Cloud Email Handler.

Should it be Create a new issue or add comment to existing issue?

[Alex Koxaras _Relational_]

Sorry, my bad. Missed that info.

No it is correct as it is. I've tested on my instance and it works perfectly. Checked also my mail handler and it is the same as yours.

Question: Can you add yourself (a new account) as a customer and try to send a manual email with the same issue key?

Could it be that the automation has a different character which is not recognised by Jira, thus creating a new issue with that summary? 

[Brian Zelchau Lykke]

Hmm just tried to forward the copy of the form I got in my personal mailbox from microsoft@powerapps.com and added MITS-884 to the subject line and that went well, so maybe you are right about not recognizable chars in the mail from Microsoft.

[Alex Koxaras _Relational_]

Let's hope so! Try to make some amendments on the form and try again from there!

[Alex Koxaras _Relational_]

Hi @Brian Zelchau Lykke did it work? Was that the problem?

[Brian Zelchau Lykke]

Hi @Alex Koxaras _Relational_ 

I didn't really found a solution, so choose to find another way around.

[Alex Koxaras _Relational_]

What do you mean? The different characters were the problem, no?