Replying to comment on ticket did not come through

Question

Hi, I have a customer who raised a support ticket in JIRA Service Desk via email. Ticket raised according to plan and I "replied to customer" with a few questions..... can anyone explain what happened next based on the follow steps?

* The reporter received my reply
* forwarded it it to a colleague who replied to the email (address was jira@{myaccount}.atlassian.net
* The reply never came through as a new comment or even a new ticket.

Is this because the colleague was not part of the original ticket? or related to replying to the email above rather than the actual support mail set up in the project?

I cannot see any record of the email in any logs - I cannot find where the logs would be for jira@{myaccount}.atlassian.net though, so I assume they reached there.

Appreciate any help here as it is frustrating for our customers if their replies are not processed.

Rémi F. · Answer

@Johnny Jenkinsyou can have a look at this page : https://confluence.atlassian.com/jirakb/emails-are-not-processed-into-comments-or-new-requests-in-a-jira-service-management-project-1209869276.html

The goal is to change the default jira@instance-name.atlassian.net to the email address of your project (also ending by @instance-name.atlassian.net) when a email is send to a customer.

Johnny Jenkins · Answer

My understanding is that customers should not reply to jira@{myaccount}.atlassian.net,  but their email client should honour the reply-to email value, is this right?

Alex Koxaras -Relational- · Answer

For anyone to send emails to your service desk, he/she needs to either be a customer in your service desk, or an agent (or at least someone with the proper permissions). From what I understand your colleague does not have permissions to add comments, create issues etc.

Therefore either you make him a customer, or give him a proper role inside your JSM project.

Hope that helps!