Replying to tickets via email is broken

Question

Hi All,

Today, everytime someone replies to an email which was used to log the ticket in Jira, it is now creating a new ticket with the reply?

This has never been an issue until today and no changes have been made on our tenant.

Anyone else experiencing this or may know the cause?

Khuram Khalil · Answer

Hi Manoj,

Users will send an email to our "logging address"

These emails dont show any issue keys and never have, which used to work fine before yesterday.

here is an example of logs today, replied to his email in the mailbox, with the "logging email" cc'd which should then add the reply as a comment usually

Manoj Kumar Gangwar · Answer

Hi @Khuram Khalil

Jira recognizes that an email relates to an existing issue when the Subject of the email includes the Jira Issue Key. Have you tried adding the Issue Key for the created issue into the email subject of your first reply?

If the issue key is in the subject line then check the "Add Comments" permission for the project.