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Replies via email to Jira Service Desk Tickets are not being added as comments of the issue

Mohamed Kassim

I have configured a custom email address to a service desk project. While a ticket is getting created when a mail is received on this email id, any reply from customer to the same email sent from jira (as a confirmation of ticket creation) is not being added as comments of the issue.

I tried editing the Project email address to the configured email address, from Notification scheme, but got the below error message. Please advice how it can be done

Accepted answers

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Angélica Luz

Hello Mohamed,

Thank you for reaching out to Atlassian Community!

For a reply to be added as a comment on a ticket, the person who is replying must have permission on the ticket. For them to be able to comment on the ticket, the reporter or an agent must add them as a participant of the ticket.

Related to the Project Email Address, it's possible to change, but it's necessary to verify the domain first.

For more details on how to change this email address, please check the documentation below:

Configuring Jira Cloud to send emails on behalf of your domain

Regards,
Angélica

anmuhammed

Thanks for the reply @Angélica Luz

Please note that I have tried both options mentioned in your comment - Adding the ticket creator as a Participant of the Project as well as Verifying the domain configured for custom email. Still facing same issue. Email replies to the custom email id configured to the Service desk project do not come as comments of the ticket. Please suggest how this can be solved

Angélica Luz

Thank you for testing.

Can you check the email logs to confirm if there is an error?

Go to Cog icon > Products > Email requests > View log (for the affected address) > Processing log.

On this page, you can see everything that created a ticket or not and the ones that were a reply as well.

anmuhammed

Hi @Angélica Luz

Yes, there are errors in the log. Please suggest what to be done to resolve this issue?

error log.PNG

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