One user cannot reply to issues via email

[Connor_Wilby]

Hi,

I have an interesting case here. I have a single user who cannot reply to incidents via email. Their email appears in the mailbox, but is not imported as a JIRA response. As far as I can tell, no other users have this issue, and can raise/reply to tickets via email as normal.

Please let me know if you have any questions about this.

[Jack Brickey]

Verify that they are in fact a customer of the specific project.

[Connor_Wilby]

Hi,

The customer is on the project (I have added them to the ticket and have them as a request participant already)

[Jack Brickey]

interesting. so can that user create an issue via email or are you saying any email from that customer is getting stuck in the mailbox and not being processed? If the later is there anything unique about his email that is different from others that are being processed?

If you are not seeing anything unique here then I would recommend reaching out to Atlassian Support. They can look at the logs.

[Connor_Wilby]

I'm not sure if they can create an issue via email, though I can have them check.

I know they have previously been able to reply to tickets, and that they are receiving the updates when I put a public reply on a ticket, they just cannot respond to them and have them appear on the ticket.

There is nothing special about the email, no attachments or images.

Thank you for your point about contacting support directly, I will do that.

[Jack Brickey]

keep the thread posted on results. I expect the answer will be straightforward vs. an odd bug. but we shall see.

[Connor_Wilby]

Thank you, I will keep this up-to date