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Comment did not add

Julia Rogmann

If i create a new Ticket with extern Email Adress it will work.

I will get a message from Jira that the ticket is create. If i answer on a email from jira, the comment will not add.

Any idea? I have checked all general settings and all EMail Settings of the Project.

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Jack Brickey

What role are you in? If you are a customer it should work without additional configuration. If you are in another role please check project settings > permissions > add comments.

Julia Rogmann

The user has no role, because it´s an external User, no service agent or service desk customer. For example if i choose my private email adress it will not work, if i choose my company email adress it works.

Jack Brickey

Can you share the config shown at project settings > customer permissions? Also, share the results from project settings > email requests, click on ellipses and select manage allow lists.

Julia Rogmann

Screenshot 2020-09-18 130409.jpg Screenshot 2020-09-18 130547.jpg

Jack Brickey

So let me ask where you have configured your JSD mail channel? If you did so under the Jira admin > System > incoming mail that is wrong. You must use the JSD email handler - project settings > email requests. Can you verify this?

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