Email responses to JIRA tickets/comments is not getting updated

[Raju Anumula]

Hi Folks,

Email responses to JIRA comments are not getting updated in respective JIRA task. I have to go through all the income mail handlers(edit and test connection) all the test connections are successful. 

Which cases we will get this problem. How to troubleshoot this problem.

Thanks in Advance.

[Andy Heinzer]

I would try to follow the steps in Diagnosing Mail and Mail Handlers Issues

It is possible that the existing Jira logs might tell us more about what is actually happening.  And if not, then it is also possible that you could enable the debug logging on incoming mail to try to recreate the problem and then see if the logs tell us more here.

It is possible that the email address the user is replying from does not actually have permissions to post a comment to that issue, in which case, Jira will drop the attempt to update and it does not notify the user that their comment failed.  But the logs should have an indication to this effect if that is the case.

You can find these logs in the $JIRAHOME/log/atlassian-jira-incoming-mail.log file.   I would try to recreate this problem without debug logging if you can.   Sometimes debug logging can be too much information to parse though.