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emails with ticket number generates new ticket

kate reeder

I have created a company managed ITSM space in JSM cloud. I am the Org admin and Jira admin. When Customers send an email and include a work item key in the email subject, I want that email to be added as a comment on the existing work item, however my space keeps creating net-new tickets.

I have followed the instructions here but it is still creating net-new tickets even when an existing work item key is included in the email subject: https://support.atlassian.com/jira-service-management-cloud/docs/allow-external-emails-to-be-added-as-comments-on-issues/

I have done the following but it is still creating net-new tickets. Any ideas on how to fix? Am I missing a step? ...or is this an Atlassian bug I need to report?

- In Jira Admin settings > Configuration: I set Allow All Emails that contain a valid issue key to be added as comment to the issue to YES

- In Jira Admin settings > Customer Access: I checked Allow customers to create accounts and within that also checked customers can access and send requests from the portal without logging in

- In Jira Admin settings > Customer Access > Account Types > Internal: I checked to use approved domains and confirmed that the customer sending the test email is using the approved domain

- In Jira Admin settings > Customer Access > Account Types > External: I checked to allow portal-only accts to be created

- Confirmed that Channel Access is set to Open for this space

- I am testing this with an active Customer account

Accepted answers

kate reeder

Circling back to close the loop on this thread. I discussed with Atlassian support who clarified that when entering the ticket Key into the email subject line it's case sensitive, so the key has to be in all caps. We tested again with all caps in the email subject and it worked like a charm, net-new email sent from the Customer generated a comment in the ticket instead of creating a net-new ticket.

I then further tested by removing the Customer as a Request Participant and repeated the test. Again, as long as the Key in the email subject is all caps, a comment is added instead of a net-new ticket being created. So, it appears that a Customer does NOT have to be listed as a Request Participant in order for an email with the ticket Key to generate a comment... as long as the Key is in all caps. Tested and confirmed this works with net-new emails as well as replies to an existing email thread.

All comments

John Funk

Hi Kate,

Are these new emails or emails that are a response to an email that came from Jira/Atlassian?

kate reeder

Hi @John Funk - We are testing with net-new email, but the work item key is the only thing in the email subject.

John Funk

Next thing to check would be that the user sending the email has the Permission to Add comments within the Permission scheme.

kate reeder

THX @John Funk - yes, I see that Add Comments permission lists Service Space Customers - Portal Access as one of the groups with permissions. I have also added this customer as a user to the space with a Customer Role. Add Comments permissions.png Test User space role.png

kate reeder

John Funk

Thanks for tracking that down and posting the resolution back here. Not sure why they force it to be case sensitive - doesn't really make sense, and that is not in their documentation anywhere that I have seen. Anyway, thanks again!

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