a comment from the mail is not added to the request

Question

Faced the problem of adding comments from users of the support portal, if they are participants in the request. When commenting from the mail - comments were not added to the request, although the participants have permission to add comments. So far, I have added permission to the portal to all users of the portal in the scheme and comments have been added. Is this a bug?

Артем Подкорытов · Answer

Yes, there is a problem key in the message. I tested the receipt of a comment if the portal user access scheme is specified in the task access scheme and if I specify the group containing the portal users explicitly. If I specify a group, comments work. If just portal users are indicated in the rights, then comments are not added.
I got acquainted with the information on the link in detail, everything is configured correctly.

Dileep Kumar Mone · Answer

Hi @Артем Подкорытов ,

Here in the email reply did email summary exists the issue key to which it should trigger as a comment. Because Jira will understand as email summary issue key as a issue keya nd trigger a comment to it.

And also this link may helps you in receiving requests and comments in email.

https://confluence.atlassian.com/servicedeskserver038/receiving-requests-by-email-935909269.html?_ga=2.17429424.843870633.1594432804-686105229.1584330676

Thanks

Best Regards

Mone Dileep Kumar