Incoming Mail Handler - Reply Email issue

[Derek Rone]

hello,

We are on Jira Server Desk 4.2.3 on prem.  We have mulitple SD projects, all of them are for servicing internal customers except for the one where we are experiencing the issue.  When our internal "customers" reply in line to an email it adds the reply as a comment as expected.  However with our external facing SD project the email comes in successfully, it is processed successfully (at least it says it is) but it never makes it to the issue as a comment.  If I add "Add comment" permission to Anyone, it will work but it adds the comment as "Internal", which is incorrect and won't show on the portal.  Any thoughts or permissioning concerns?  We currently have our "Add Comment" permission set for "Admins, SD Team and Service Desk customer - portal access".  Any ideas would be greatly appreciated.

Thank you!

[Angélica Luz]

Hello Derek,

Thank you for reaching out to Atlassian Community!

When a comment is not added to a request, the most common cause is that the person doesn't have permission on the ticket.

To check the reason why the comment is not added, please go to JIRA Administration (cog icon) > Applications > JIRA Service Desk - Email requests.

On this page, you can click on View log > Processing log to search for the email address. Then you can see the status and details about why the comment was not added.

• Troubleshoot incoming mail in Jira Service Desk

Also, check on the ticket if the person who is replying was previously added as participant, reporter or part of an organization.

Regards,
Angélica