In some circumstances it is possible that JEMHC has been configured to reject an incoming email, this could be via a global setting such as the issue comment limit, or via a project mapping setting such as the processing mode. JEMHC has the option to notify the sender of the email that their message has been rejected with a message rejection notification, this can be configured within a project mapping.

Access message rejection configuration within a project mapping

Message rejection configuration can be located within the Pre-Processing section of a Project Mapping, configuration will be inherited from the default Project Mapping if it is not overridden.

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Configure a Template Set for message rejection notifications:

The template set that is used to generate message rejection notifications can be configured via Project Mapping → Templates → Message Rejected Template Set:

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Configure message rejection notifications:

Configure message rejection when issue is in specified status:

As an administrator you may want to disable JEMHC from commenting on issues in a specified status, for example it may not be desirable for JEMHC to comment on issues that have a status of closed or resolved. The message rejection feature can be configured to reject comments on issues in specified statuses defined via the "Reject Comment On Status" field. Multiple issue statuses can be configured for rejection by typing the status name into the field and hitting return.

An example configuration to reject messages in the "Resolved" status:

The above configuration will result in a message rejection when an incoming email attempts to comment on an in issue that is in the defined status. The sender of the email will be notified of the message rejection via an email that will be generated using the project mapping defined message rejection template set. The end user will receive a rejection email similar to the following:

Configure message rejection when issue matches JQL query

As an Admin, you may want to disable JEMHC from commenting on issues matching a specified JQL status, rather than matching against Issue Statuses. This feature can be configured to reject issues matching the JQL query defined via the “Reject comment on JQL Match” field.

When the defined JQL query matches a given Issue, the attempt to comment on the existing issue is rejected.

Configure message rejection for issues that have been in resolved status for X days:

As an administrator you may want to prevent users from commenting on issues that have been in a resolved status for a specific period of time, this can be useful to encourage users to create new issues once a previous issue has been resolved for a while. The "Reject Comments When Issue Resolved For More Than Days" field allows you to define a number of days that an issue in resolved status can be commented on before an issue becomes locked for commenting. After the number of days has elapsed any comment on the issue will be rejected and a rejection notification will be sent to the sender of the comment email.

Configuration to disable comments on issues that have been in resolved status for more than 1 day:

Rejection notification received by the sender of the rejected comment email:

Configure new issue creation during message rejection match

Some customers may want to process the message regardless, by creating a new issue, rather than resulting in message rejection for the issue comment. This can be configured by enabling the “Issue creation on Comment Rejection Match” setting.

This setting is only visible if you have configured one of “Reject comment on Status”, “Reject Comments When Issue Resolved For More Than Days” or “Reject comment on JQL Match” message rejection features.

When enabled, any issue comments that would be rejected (Either via status match or JQL match) will create a new issue, using the attempted comment as the new issue’s description.

Configure message rejection notification when issue comment limit has been reached:

Issues can be configured with a maximum number of comments within JEMHC. If a comment is attempted on an issue that has reached it's comment limit then the email will be rejected.

Enable Issue comment limit within a profile:

An issue comment limit can be defined within a profile, this limit will be apply to all Project Mappings within the associated profile. For example you could limit issues to a maximum of 1 comment. Any comments via JEMHC that are attempted on the issue after the comment count has reached the defined maximum will be rejected.

Enable rejection notification for issue comment limit:

A rejection message can be sent to the sender of the email by setting the "Notify Sender On Comment Limit Exceeded" field to "Yes" within the message rejection section of pre-processing:

The above configuration will results in a rejection message being sent to the email sender when a comment on an issue has been rejected due to the issue comment limit being reached:

Configure message rejection notification when processing mode is comment only:

Some users only configure JEMHC to comment on existing issues, disabling JEMHC from creating issues. In a scenario where a user sends an email that does not get associated to an existing issue (therefore resulting in attempted issue creation which will fail) you may want to notify the sender of the email that their email was rejected because a comment could not be made on an existing issue. You can enable this notification by setting  the "Notify Sender When An Issue Creation Is Rejected Due To 'Comment Only' Mode" field to yes.

Configuration to enable a rejection notification when issue comment fails and processing mode is comment only:

Rejection notification received by the sender of the rejected email:

Configure message rejection notification when email comment is rejected because sender does not have permission to comment:

It is possible that a user may attempt to send an email referencing an issue that they have not been previously associated with, because the user will not have permission to comment, the email will be rejected. By default the user will not be notified of this, an email will be sent to the forward user however. You can enable a message rejection notification to be sent to the sender by enabling the "Notify Sender When Cannot Comment Due To Not Being Involved" option in the pre-processing section of a project mapping.

Configuration to enable a message rejection notification when issue comment fails because user does not have permission to comment:

Rejection notification received by the sender of the rejected email:

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