Participant Email Response Handling

[Todd Winton]

When a customer is added as a participant, they get notifications from the issue as expected.  However, if the participant replies, it doesn't look like their replies are being added to the issue.  The only difference I see is the subject line of of the notification sent to a participant [EXTERNAL]

Should participant email responses be added as comments?

[Taranjeet Singh]

@Todd Winton For creating email replies  as issue comments in JIRA, you need to configure JIRA incoming mail Server and mail handler for your particular JIRA project, as described in this Atlassian document: https://confluence.atlassian.com/adminjiraserver/creating-issues-and-comments-from-email-938847641.html

[Todd Winton]

Does this apply to service desk with a mail channel setup?

[Taranjeet Singh]

Not really, the responses from Participants to notifications from Service Desk Issues, should be automatically added as comments, if Service Desk is setup with correct project permissions and customer permissions.

[Todd Winton]

Looking into the mailbox itself, it looks like there are a number of email responses that are not being processed.  Thank you for the response.  Going to open an issue.

[Ivan Tovbin]

Hi Todd,

By default request participants are allowed to add comments to issues. It seems that in your case however something is preventing them from doing so. Here's a list of things to check that may help you troubleshoot this:

1) Check you mail channel log to see if there are any errors while emails from your request participants are processed.

2) Check your project permission scheme to see if your problem has anything to do with permissions.

3) Check your workflow status properties for any entries that might override your permission scheme and cause this behaviour.