Email reply from users not posting to comments (already followed KB)

[Deleted user]

I will start with I already spent hours trying every setting under incoming mail / mail handlers and reading this KB https://confluence.atlassian.com/adminjiraserver073/creating-issues-and-comments-from-email-861253784.html. I turned on and off email request under project settings. Nothing is working.

It seems like only emails from the 3 people with JSD admin rights will post comment in tickets. This was working as of last week and not sure what if any changes were made. Access logs don't show anything related. Users can still update their tickets from the customer portal with no issue.

Does anyone have any ideas of suggestions?

[Brant Schroeder]

Please use the following support documents to ensure that you Jira Service Desk Cloud is configured correctly.  https://support.atlassian.com/jira-service-desk-cloud/docs/receive-requests-from-an-email-address/

After following the steps in the document above to configure your service desk if you are still not receiving comment via email check the email request log.  You can do this by clicking the Settings (Cog) in the upper right hand corner and selecting Products.  On the products page under Jira Service Desk select email requests.  Once the page loads you can find your service desk and the email address you used.  On the right hand side you will see a view log button.  This will tell you how emails are being processed that are coming into the service desk.  If there are errors please post a screenshot. 

[Deleted user]

I believe It's fixed now but only for new tickets not existing tickets. I have to do some testing tomorrow. Someone messed with setting on a different team that uses Jira (Non SD) is what it's looking like.

[Brant Schroeder]

On the existing service desk issues can you make sure that they have a request type.  If they do not have a request type then emails will not be sent.

[Deleted user]

They are replying to the emails being sent to them from JIRA. This is 100% a incoming issue. Seems to be fixed now but only working for tickets created this morning. Any existing will not update from email.