emails with ticket number generates new ticket

[kate reeder]

I have created a company managed ITSM space in JSM cloud. I am the Org admin and Jira admin. When Customers send an email and include a work item key in the email subject, I want that email to be added as a comment on the existing work item, however my space keeps creating net-new tickets. 

I have followed the instructions here but it is still creating net-new tickets even when an existing work item key is included in the email subject: https://support.atlassian.com/jira-service-management-cloud/docs/allow-external-emails-to-be-added-as-comments-on-issues/

I have done the following but it is still creating net-new tickets. Any ideas on how to fix? Am I missing a step? ...or is this an Atlassian bug I need to report? 

- In Jira Admin settings > Configuration: I set Allow All Emails that contain a valid issue key to be added as comment to the issue to YES

- In Jira Admin settings > Customer Access: I checked Allow customers to create accounts and within that also checked customers can access and send requests from the portal without logging in

- In Jira Admin settings > Customer Access > Account Types > Internal: I checked to use approved domains and confirmed that the customer sending the test email is using the approved domain

- In Jira Admin settings > Customer Access > Account Types > External: I checked to allow portal-only accts to be created

- Confirmed that Channel Access is set to Open for this space

- I am testing this with an active Customer account

[John Funk]

Hi Kate,

Are these new emails or emails that are a response to an email that came from Jira/Atlassian? 

[kate reeder]

Hi @John Funk - We are testing with net-new email, but the work item key is the only thing in the email subject. 

[John Funk]

Next thing to check would be that the user sending the email has the Permission to Add comments within the Permission scheme. 

[kate reeder]

THX @John Funk - yes, I see that Add Comments permission lists Service Space Customers - Portal Access as one of the groups with permissions. I have also added this customer as a user to the space with a Customer Role. 

[John Funk]

Had you already done that? Or did you update after your last test? Have you tested again with all of this completed? 

[kate reeder]

Good question, @John Funk - These were the existing settings before I started testing.