Service desk, new comment via reply email.

philip cooper

I want to be able to add a new comment to a service desk issue when a customer (external customer) replies to the email that they have received when a new service desk issue is opened. 

So far i can auto send email to external email when a new issue is opened , and when a new public comment is added or the change in state.

But when the external email is replied a new comment isnt added!

Thanks for any help.

Dave Theodore [Coyote Creek Consulting]

You need to create a mailbox and then set up a Jira Mail Handler that will check the mailbox and add comments.  There are a number of types of Mail Handlers, so read over the docs to understand what each one does. If you really only want comments to be added, there are two options: Comment with the entire body and Comment with the quoted portion of the body.

Pro-tip: If you decide to allow issues to be created by email, don't use the "Create Users" option, as Jira will create a new user for every "reply to" email address that it doesn't recognize. You will end up with multiple accounts for the same person when someone emails from their Gmail account, etc and create a huge mess that is hard to clean up.