User responds a jira notification

Joao Baptista_oc1mhs

This is the problem, when I comment on a jira incident and tag a user, they get an email notification and instead of replying on jira, they reply the notification email to jira@mydomain.atlassian.net, so I never receive his comment or reply.

there is any way to fix this?

Petter Gonçalves

Hello @Joao Baptista

Welcome to the Atlassian Community!

By default, Jira cloud has an e-mail handler configured to properly comment on issues when you reply to notifications with the issue key in the summary.

Since the summary of the mention notification contains the issue key, the user that you mentioned should be able to add comments in the issue by answering the notification through e-mail, unless the e-mail handler was changed.

That being said, I suggest checking the following steps to properly troubleshoot the problem:

1. Using this documentation, check if your e-mail handler is properly configured to create comments when an e-mail is sent to the e-mail address of the site and the summary contains the Issue key
2. Check if the user has the proper permissions to comment in the issue where he is mentioned, under project settings > Permissions > Permission Helper
3. Test the e-mail handler, asking the user to send an e-mail with the issue key in the summary and check if the e-mail body is added as a comment.

Let us know if you have any questions.